Customer Relation Management

Course details

This training courseware provides everything you need to professionally deliver Customer Relationship Management training including a detailed facilitator manual, a customizable participant manual, hands-on course exercises, course outline, course advertorial, training icebreakers, training games, expert guides, course tests, course evaluation, action plan for participants and classroom-ready PowerPoint slides.

Learning Objectives

On completion of this training your participants will:

Understand what is Customer Relationship Management?

• Focus on Relationships
• How Does CRM Impact The Organization?
• Why Does The Organization Need CRM?
• CRM As A Product
• CRM As A Process

Identify Your Customers

• Identifying Your Customer
• Internal Customers
• External Customers
• Why Do We Need Customers?
• Customer Expectations
• Integrating The Customer
• Generating A Customer Focused Solution

Managing Your Customer

• Why Manage Customers?
• Pareto Principle
• Customer Value
• Hierarchy of Service
• Information Versus Knowledge
• Customer and Culture

Measuring CRM

• Characteristics of Excellent CRM
• Measuring Customer Service
• Problems in CRM
• Process Analysis in CRM

Standards and Continuous Improvement in CRM

• Standards
• The QCT Link in CRM
• Continuous Improvement in CRM

CRM as a Business Process

CRM, Communication and People

• Communication as a CRM Activity
• People and CRM