CRM – Customer Relationship Management هذه الدورة تدرس باللغة الإنجليزية مسقط

تفاصيل الدورة

Objectives :

• Introduce participants to the concept of customer relationship management, how to implement a CRM strategy, as well as how to focus the organization on the customer and to take care of it to maintain loyalty.
• Define participants' quality of service, quality system, system management and quality of service.



Training Content:

CRM:
• CRM definitions and quality of service and their importance.
• The meaning of customer loyalty and standards.
• Customer service dimensions.
The overall framework for measuring customer relationship management:
• Implementation of CRM and its practitioners.
• The purpose of assessing and measuring CRM and the challenges it faces.
• CRM measurement frameworks and measurement implementation.
Digital Technology and CRM:
• Why and when the Internet is an opportunity.
• Managing the proliferation of marketing channels and managing the conflict of these channels.
Introduction to Service Quality System:
• Defining the concept of quality and quality banking and international standards for quality measurement.
• The concept of customer expectations and their study of quality design.
• Apply queuing theory to measure service quality.
• Quality management concept in services.
Quality of service levels:
• Quality expected, quality from the point of view of the organization and customers, quality standard, actual quality.
Scientific theories of quality of service measurement:
• The directional approach to quality of service and its relevance to satisfaction.
• Introduction to the gap theory between customer expectations and perceptions.
• Quality assurance of services (definition of the concept of quality assurance and the difference between it and quality control and the preparation of quality assurance system and its components).
• Program and requirements for the application of Total Quality Management (focusing on customers and employees). تحديث بتاريخ 17 May, 2023