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NOUAS Formation

Courses in english

Digital Marketing - Customer Relations Management

  • Date of recruitment and registration : Permanent entry and exit
  • Training site : distance learning
  • Duration : 3 days
  • Contact : 04 67 10 02 17 / secretariat@nouas.org

 

The course consists of three modules that can be taken as a single block or separately. Teaching emphasises interactive participation, initiative and critical thinking (role plays, case studies, self-evaluation etc.).

Seminars can also be organised in companies, on- or off-site, and attended in person or via distance learning depending on learners’ personal and professional situation (geographical location, mobility, disability, schedule etc.).

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Courses in english

Learn about Digital Marketing and Customer Relations Management with our  3 days training program in english.

Each course consists of three or four modules that can be taken as a single block or separately. Teaching emphasises interactive participation, initiative and critical thinking.

Training program

Courses in english

Apply to the training
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Digital marketing

AIM OF THE TRAINING COURSES

This course provides the skills and knowledge needed to design and implement a digital strategy to optimise a business’s marketing and increase its online visibility and impact.

The course provides learners with tools to measure and analyse performance indicators so as to adjust and improve the effectiveness of an organisation’s marketing activities.

It enables staff to adapt their business’s organisational model to digital technology and thereby to boost its performance and growth across different communications and distribution channels.

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Customer relation management

AIM OF THE TRAINING COURSES

This qualification aims to provide the tools needed for effective customer relations. It teaches learners to personalise customer relations to each individual; to plan and organise actions and recommendations; to develop their communication skills and loyalty-promotion techniques; and to handle customer complaints.

The course adopts a general approach to customer relations and is ideal for staff at companies wishing to improve their practices and boost their growth.

DIGITAL MARKETING TRAINING PROGRAM

Module 1

Optimising Customer Relations: Organisation
  •  Understand a business’s customer relations strategy, bearing in mind its context, customer culture, recent developments and specific features, in order to fix and achieve appropriate goals
  • Determine the position of a business and brand in their competitive environment so as to analyse customers’ product and brand expectations
  •  Identify the profile of customers and the channels they use so as to understand – and adapt to – their motivations
  •  Collect and analyse customer data in order to identify, anticipate and surpass expectations
  •  Analyse and work with multichannel customer journeys to improve customer experience
  •  Use customer data to design an action schedule to meet a business’s goals
  • Fix performance indicators for customer services in order to measure and follow up customer satisfaction and make adjustments where necessary
  •  Develop and provide concrete, personalised and creative solutions to improve customer experience.

Module 2

Developing Effective Communications for Quality Customer Relations
  • Build a personalised relationship with customers so as to ensure friendly exchanges and trust
  •  Adapt their communication style and attitude to each customer by using appropriate verbal and non-verbal communication techniques to facilitate exchanges
  •  Use a range of listening, question-posing and reformulation techniques to understand customers’ needs and build their loyalty;-convey a positive image of a business by advertising the advantages of its products and services
  • Use appropriate tools to boost customer loyalty and satisfaction so as to develop a partner-to-partner relationship
  •  Develop multichannel (digital or non-digital) communications so as to maintain strong ties with customers and improve their experience

Module 3

Customer Complaints Management
  • Identify the issue raised by a customer and his/her degree of unsatisfaction so as to offer an appropriate solution quickly
  •  Understand complaining customers’ behavioural styles so as to adapt (speech, solutions proposed) to their triggers, perception of the issue and expectations
  • Manage their emotions in stressful situations and use calm and positive language to maintain quality customer relations
  •  Take into account customers’ feelings and adapt their communication style appropriately andempathetically
  •  Address hidden grievances using tools to reveal problem areas in the customer journey, thereby improving customer experience
  •  Develop effective, individually tailored and innovative ways of addressing grievances so as to win back trust and maintain a positive relationship with customers
  • Check complaints have been dealt with to a customers’ satisfaction, thereby ensuring a positive relationship with customers in the long term
  • Analyse the reasons behind a lack of satisfaction and transform them into opportunities to improve the quality of a business’s products and services and optimise the customer journey, adopting a positive, constructive approach based on continuous improvement.

CUSTOMER RELATION MANAGEMENT TRAINING PROGRAM

Module 1

Designing a High-Performance Digital Marketing Strategy

• Keep abreast of new digital technology and digital trends and their possible consequences for a business
• Use marketing tools to conduct market research in order to determine a business’s position on the market with regard to competitors and to identify opportunities
• Analyse customer journeys by mapping purchasing journeys so as to assess the influence of digital media on decision making and adapt a business’s digital strategy accordingly;-fix SMART objectives based on a business’s strategic and operational goals so as to ensure marketing actions are consistent with the business’s overall policy and therefore more likely to be successful
• Design a multichannel digital marketing strategy, ensuring synergy between online and offline channels so as to ensure a smooth customer journey and better customer experience.

Module 2

Implementing a Digital Strategy

• Design a digital marketing plan, allied with performance indicators for each of marketing action, so as to evaluate performance and optimise outcomes
• Draw up a budget by assessing the financial, human and organisational requirements of a digital project
• Choose and implement digital tools capable of transforming visitors into brand ambassadors
• Choose social media appropriate to a given marketing strategy in order to manage brand image and promote a business’s products
• Use the most effective digital methods to ensure measurable results in terms of operations and improved performance
• Carry out operations to attract customers and increase their loyalty
• Keep abreast of the latest digital marketing trends and developments so as to anticipate customer needs and adapt marketing actions to improve results
• Implement the strategy in pilot mode, making adjustments where necessary, to ensure it is effective and ready to use

Module 3

Analysing the Performance of a Digital Strategy

• Monitor the performance indicators in the digital marketing action plan in order to check for discrepanciesbetween expected and actual results
• Analyse the ROI of the actions carried out in order to assess their efficacy and improve performance
• Using analytical tools, examine the results of digital marketing operations, monitor marketing activities and suggest improvements
• Take into account the results of customer satisfaction surveys when piloting the digital strategy, thereby ensuring a business is attentive to customer experience
• Epeatedly combine tests and measurements in order to help a business improve each of its digital marketing actions and progressively optimise its overall digital marketing strategy

Module 4

Developing and Optimising Online Presence

• Develop a user-friendly, high-performance and attractive website using the latest technology to facilitate navigation
• Set up and optimise website indexing in search engines to increase the site’s visibility
• Market a site’s content using appropriate key words and titles that match visitors’ needs and optimise search engine functioning
• Identify helpful data and use it to analyse user behaviour so as to increase the efficacy and performance of a website
• As part of a continuous improvement process, update and energise a website using a content management tool to guarantee optimal performance
• Develop an organisation’s presence on social media so as to increase its popularity and its influence on users.

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