Mastering Customer Relationship Management

Course details

Customer Relationship Management (CRM) is a widely-implemented business strategy, utilised for managing a company’s interactions with its customers, clients and sales prospects. The strategy involves using technology to organise, automate, and synchronise business processes, such as sales activities, marketing, customer service and technical support. The objective of CRM is to find, attract and secure new clients, while nurturing and retain those that the company has already had.

PROGRAMME OBJECTIVES

By the end of this workshop, participants would be able to:

1. Become aware of skills and techniques to help increase their competence in their jobs
2. Understand and apply the Consultative CRM Cycle for desired results
3. Increase confidence in handling difficult situations and winning customers
4. Delight and grow customers with creative CRM service techniques

PROGRAMME OUTLINE

1. Professional ownership towards greater customer and job satisfaction
2. Understanding business environment and knowing the customers
3. Application of consultative CRM Cycle for desired results
4. Identifying customers’ needs and expectations with hi-touch probing techniques
5. Developing high impact presentations using questioning techniques
6. Developing effective communication tools and skills to delight customers
7. Identify and matching customers to relevant products using creative scan tools
8. Effective NLP and closing techniques to auto-suggest customers to next positive step
9. Techniques to overcome objections and recovery of difficult situations
10. Creating opportunities for more business and referrals

COURSE METHODOLOGY

• Short lectures
• Role-play
• Interactive games
• Video-recording behavior analysis
• Self-evaluation
• Group discussions