Customer Relationship Management Fundamentals

Course details

Who Should Attend:

• Customer-facing professionals
• Customer Relationship Supervisors & Managers
• Section head & Middle Managers
• Customer Service team members

• Identify the loop-holes between excellent customer care within the organisational strategy and hierarchy
• What outstanding customer service comprises of
• Planning a complete framework to ensure customer care standards are met with
• Explore in detail the leadership qualities required to develop a customer-oriented team
• How customer complaints and grievances are critical to every organisations growth and development
• To always be a step ahead of your customers' requirements; 'over deliver and under-promise' attitude
• Ways to make your customer feel important
• Study ways to overcome roadblocks that are in between your service and the customers' expectations
• Ways to say no positively deal with impractical expectations without upsetting and offending the client
• Self-evaluation techniques to assess your performance during every stage of customer care.

By the end of this course you will be able to:

• Pin-point areas of improvement within your team and system
• Instigate a 100% customer-oriented approach in your organisation
• Apply customer-retention techniques to your company's way of operations
• Improve the issues pertaining to providing better quality customer care.

Day 1

• Overview
• What is Customer Relationship Management?
• Role of CRM
• B2B CRM
• B2C CRM
• Internal Customer vs. External Customer Service
• How is 'Customer Lifetime Value' calculated?
• Perception points
• Roadblocks in achieving outstanding customer service
• Customer's evolving needs and requirements
• Customer Service Process

• CRM and technology of the present
• Different types of customer response mechanisms
• Solving customer complaints and inquiries
• Tackling unrealistic customer requests professionally
• Retaining Customers
• Upgrade your feedback mechanism
• CRM Dashboard to track and measure performance
• Real-life case studies
• Wrap-up and conclusion.