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Master Class
Workshop
Evolution of CRM Systems – Relationship Management & Influencing Customer Behavior
Understand the components and features in a complex Customer Relationship Management system (infrastructure, architecture, functionality, etc.) and the uses and benefits for both the business and the customer.
The evolution of crm systems
The components and architecture of crm systems
The benefits of CRM systems
Operational relationship management technology
Influencing customer behavior through goal management Training
Сourse Duration
Team Dynamics
Number of Participants
The Senteo Learning Experience Methodology
Delivery formats
Hybrid education
This training delivery format is a customized solution to maximize your learning team’s time. Different portions of the courses are delivered onsite, remote over Zoom, and/or online in The Senteo Online Learning Center.
Onsite education
This is a flexible and tailor-made solution that allows you to be trained in Senteo’s methodology in a physical environment. Subscribe to stay informed of our onsite education offering.
Remote education
Engage real-time education over Zoom just as you would in a physical environment. This learning delivery method allows a perfect balance between theoretical content, individual assignments, live interactions, and practical group exercises over Zoom breakout rooms and other new-generation collaborative tools.
What Will You Learn?
Evolution of CRM Systems: Students will learn about the historical development and evolution of CRM systems, including the transition from traditional push selling techniques to modern relationship management approaches. They will gain insights into the changing dynamics of customer interactions and the role of CRM systems in facilitating effective customer relationships.
Components and Architecture of CRM Systems: Students will understand the various components and architecture of a complex Customer Relationship Management (CRM) system. They will explore the infrastructure, functionality, and features of CRM systems, including customer data management, analytics, and decision-making capabilities.
Benefits of CRM Systems: Students will learn about the uses and benefits of CRM systems for both businesses and customers. They will explore how CRM systems can enhance customer experiences, improve customer satisfaction, and drive business growth through effective relationship-management practices.
Operational Relationship Management Technology: Students will delve into operational relationship-management technology. They will gain knowledge about the tools and techniques used to manage customer relationships effectively, such as customer segmentation, personalized communication, and customer journey mapping. Students will learn how to leverage these technologies to optimize customer interactions and improve overall relationship management.
Influencing Customer Behavior through Goal Management: Students will explore the concept of using goal management technology to influence customer behavior. They will understand how setting and tracking goals can motivate and engage customers, leading to desired actions and outcomes. Students will learn strategies for aligning business goals with customer goals, and they will understand that CRM systems can facilitate this process.
Who’s this Course for?
Sales and Marketing Professionals: Professionals working in sales and marketing roles can benefit from this workshop or master class as it provides insights into the evolution of CRM systems and the impact on sales and marketing strategies. They will learn how to leverage CRM tools to enhance customer relationships, improve customer satisfaction, and drive business growth.
Customer Service Representatives: Customer service representatives who interact directly with customers can gain valuable knowledge about CRM systems and their role in managing customer relationships. They will learn how to use CRM tools effectively to provide personalized customer experiences and address customer needs more efficiently.
Business Owners and Managers: Entrepreneurs, small business owners, and managers responsible for customer relationship management can benefit from this workshop or master class. They will gain a deeper understanding of CRM systems, their benefits, and how to leverage them to improve customer engagement, loyalty, and overall business performance.
CRM System Administrators: Individuals involved in the administration and management of CRM systems within organizations will find this workshop or master class valuable. They will learn about the components and architecture of CRM systems, best practices for data management, and how to maximize the functionality of CRM tools.
Aspiring CRM Professionals: Those interested in pursuing a career in CRM or customer relationship management can use this workshop or master class as a foundation to understand the fundamentals of CRM systems, relationship management strategies, and the use of technology in influencing customer behavior.
Education Journey
Chapter 1
Introduction to CRM Toolkit
Chapter 2
Key Components & Architecture for Effective Relationship Management
Chapter 3
Understanding Data Management, Next Best Action, & Real Time Decisioning
Chapter 4
Understanding Operational Relationship Management Technology
Chapter 5
Using Goal Management Technology to Influence Behavior
The Senteo Learning Experience
All of our educational programs follow a simple but very effective approach designed together with an organizational psychologist to improve the retention of concepts and stimulate application of the methodology to real world business needs. All programs are structured with the following four components:
Learn — understand the theory and mechanics behind each aspect of the methodology
Do — apply the different aspects of the methodology during exercises and work groups
See — observe real world applications, examples and case studies related to each aspect of the methodology
Extend — identify and support the possibilities for real-world applications of the methodology specific to current business needs and goals
Testimonials
Michael’s workshops and master classes are always memorable and rated as “excellent.” It’s a pleasure to work with him and the entire Senteo team.
Alexey S.
We recently participated in an online training session with our colleagues from VTB about “Experiential Innovation”. During the training, Michael provided valuable insights into the economics of customer experiences, guided us in building Customer Journey Maps (CJMs), and highlighted the distinction between customer-centric and human-centric business models. He was exceptionally open, responsive, and generously shared his wealth of experience and knowledge. The training also gave me the opportunity to apply my understanding of behavioral economics and neurophysiology to real-life business cases. Once again, I want to express my gratitude to Michael and his entire team on behalf of myself and my colleagues. The experience was truly outstanding! 👍🔥
Anna Sh.
For someone like me, an IT specialist and tech enthusiast, Michael’s course was like a journey to Mars! It felt like discovering a whole new planet that I was thrilled to explore. Everything was fresh and incredibly interesting. And the best part? Thanks to Michel, complex concepts were explained in a simple language that I could easily grasp. The assignments were designed in a way that pushed me to come up with original ideas. I highly recommend it to everyone!
Dmitriy G.
Achieving high productivity with minimal time investment!
Non-conventional and invaluable! From June 9th to 11th, I participated in the online training “Experiential Innovation,” and to say that it was an explosion of emotions, knowledge, and communication is an understatement! The materials provided by Michael are simple and easy to understand, and the tools used during the training are highly convenient. The result of this training is a boost of energy and even greater desire to delve deeper into the subject matter! Hold on, customers, this is going to be phenomenal! !#senteo
Elizabeth S.
Clear explanations, valuable information, knowledgeable instructor.
Fachar K.
I had the privilege to participate in Michael’s training about creating exceptional customer experiences. The experience was incredibly interesting, productive, and engaging. As someone who was new to online training, I was pleasantly surprised by the remarkable level of dynamics and engagement it offered. It was a truly cool and informative experience! I wholeheartedly recommend it to everyone.
Gleb St.
Achieving high productivity with minimal time investment! Unconventional and valuable!
Irina Sh.
#senteo#MichaelRuckman
In an amazing way, he combines the depth of the subject with an easy delivery of complex materials. Employees from different levels participated in the online training “Experiential Innovation” for VTB Bank, and here are the key points highlighted by the participants:
1. Convenience and comfort of conducting the training over Zoom and utilizing Miro boards.
2. The training content. The connection between the product, the customer, long-term relationships, and creating innovative solutions to transition from a product-centric approach to a relationship-centric one is crucial and applicable to any innovation.
3. The chat support and participant engagement before the training were organized in a very natural and gentle manner.
4. The outcome of the training resulted in specific sets of innovative solutions in six different areas. This means that we could immediately put into practice what we worked on during the training. The knowledge gained is highly practical, which is essential for my company.
5. Michael:) I cannot fail to mention the charisma and vast experience of our trainer, Michael. It was extremely valuable that he shared his experience from different organizations.
In summary: I wholeheartedly recommend Senteo’s training sessions and plan to explore their other offerings as well.
Janna Kh.
#Senteo and #MichaelRuckman – each presentation reveals a new side of the CX approach. I like the fine balance of theory and practice, as well as the combination of both seriousness and humor in the presentations at conferences and workshops, which makes the process even more fascinating and engaging.
Luiza U.
Great ideas and concepts for understanding the role of customer experience and customer relationship.
Natalia S.
We took the UX Redesign course in an online format. Everything was organized excellently, with convenient tools for collaborative work. We didn’t notice any difference compared to in-person training. The team did a great job.
Roman N.
Training from #MichaelRuckman is all about simplifying the complex. The materials, delivery, and support are top-notch. After three days of training, the amount of knowledge acquired exceeded expectations. I want to specifically highlight the atmosphere, which inspires you to strive for new achievements! Thank you.
Sara B.
Irecently completed Michael Ruckman’s online training, “Experiential Innovation” for VTB Bank.” Three unforgettable days filled with an incredible emotional charge, a wealth of new knowledge and tools that can now be applied in practice. Throughout the training, I found myself realizing that every piece of information presented held immense value and would be beneficial in my future work. I extend a heartfelt thank you to Michael and the Senteo team for simply being who you are and for the outstanding work you do!
Yuliya A.
Great course! Helpful practice activities.
Tresford Ch.
MEET YOUR PROFESSOR
Michael Ruckman, President & CEO of Senteo
Michael Ruckman, President & CEO of Senteo
Michael is a regular keynote speaker and guest lecturer at Stockholm School of Economics, Skolkovo School of Management, UNLV, Financial University, BAI, EFMA, Lafferty, ICSC, MECS+R, as well as many other international conferences and corporate events. As well, Michael has authored dozens of educational courses in the areas of strategy, digital and business model transformation, leadership, customer experience, corporate culture development, gamification, customer relationship management (CRM), and others with over 30,000 participants since 2004.
25 years
of experience
30,000+
graduates
300+
projects
30
countries
25 years
of experience
30,000+
graduates
300+
projects
30
countries
Evolution of CRM Systems – Relationship Management & Influencing Customer Behavior
The evolution of crm systems The components and architecture of crm systems The benefits of crm systems Operational relationship management technology Influencing customer behavior through goal management Senteo Online Education Calculator
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Answering your questions
Team and corporate learning are essential for enhancing business performance as they enable employees to acquire new skills, knowledge, and perspectives. By investing in learning and development programs, organizations can foster a culture of continuous improvement, innovation, and adaptability. This, in turn, leads to increased productivity, employee engagement, and better decision-making throughout the company.
Effective team and corporate learning programs vary depending on the organization's needs and goals. However, a combination of interactive workshops, leadership development initiatives, advisory & coaching programs, online modules, and hands-on experiential learning tends to yield positive results. Customized programs that align with specific business challenges and incorporate real-life scenarios tend to be particularly effective.
Measuring the impact and ROI of team and corporate learning can be done through various methods, such as pre- and post-assessments, feedback surveys, performance evaluations, and tracking key performance indicators (KPIs). Additionally, organizations can analyze factors like employee retention rates, customer satisfaction scores, revenue growth, and productivity improvements to gauge the overall impact of learning initiatives on business outcomes.
To ensure effective application of knowledge, it's crucial to create a supportive learning environment that encourages knowledge sharing, collaboration, and continuous improvement. This can be achieved through ongoing coaching and mentoring, providing opportunities for practical application of newly acquired skills, establishing clear performance expectations, and integrating learning into daily work routines. Regular follow-up and reinforcement activities can also help reinforce and solidify learning outcomes.
Fostering a culture of continuous learning and development requires a multi-faceted approach. It starts with leadership commitment and support for learning initiatives. Organizations can encourage continuous learning by offering opportunities for skill-building, providing access to relevant resources and training programs, recognizing and rewarding employees who prioritize learning, and fostering a safe environment where individuals feel comfortable experimenting and taking risks. Encouraging knowledge-sharing practices, promoting cross-functional collaboration, and promoting a growth mindset can also contribute to a culture of continuous learning.
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