Agile Training for Customer-Facing Functions: Marketing, Sales, Support and CRM

Training objectives

Designed for marketing, sales, support, CRM, customer relations and user support professionals, this training is aimed at anyone involved in a customer-oriented project facing challenges of uncertainty, cross-functional complexity or rapid change.

It enables effective management of complex, multi-discipline projects using practical Agile tools adapted to real-world business situations.

Practical approach

Techniques learned are applied from the second day onwards to concrete cases from your company. At the end of the training, participants master operational tools to manage projects focused on customer satisfaction, process optimisation or user experience improvement. Optional support for the implementation of a pilot project is available.

Types of projects concerned

• Strategic and sensitive projects
• Complex or high-uncertainty projects (multi-site, multicultural, repositioning, product launch, multichannel campaign)
• Customer journey optimisation, e-commerce and CRM processes
• Continuous improvement in customer service, support and front-office operations
• Cross-functional projects involving business units, IT and R&D

Specific adaptation for customer-facing functions

• Milestone-based quality management methodology (respecting deadlines and budgets)
• Scrum and Kanban adapted to business constraints (marketing, procedures, multi-site, multi-project)
• Risk management and prioritisation in environments with high variability and human factors
• Visual management and tracking by quantifiable objectives
• Integration with marketing roadmaps, CRM processes and existing methods

Learning objectives

At the end of this training, you will be able to:

• Recognise the advantages and disadvantages of Traditional, Agile and Hybrid management¹²³
• Identify a project suited to Agile/Hybrid management¹²³
• Express and break down objectives without going through tasks¹²³
• Manage intra-project risks through objective prioritisation and calibrate the right quality level¹²³
• Communicate effectively using Agile vocabulary and practices¹²³
• Obtain and track estimates (Planning Poker, story points)¹²³
• Use simplified Scrum and Kanban tools adapted to customer-oriented roles¹²³
• Apply these skills to your real projects and be able to replicate them afterwards¹

After the training

We recommend continued support through our coaching programmes

• Post-training Agile coaching
• Remote delivery, variable intensity and duration
• Focused on a team or project
• Support the team in the company context
• Anchor and sustain Agile practices