Strategies for Effective Customer Relationship Management

Course details

This course will present innovative, proven methods for determining whether a Customer Relationship Management (CRM) strategy for changing the way a company provides service. Throughout the course, measurable examples will be provided on how CRM theory is applied with great success by various corporations. Objectives will focus on the scientific reasons why people resist change, a process to deal with that change, a process to measure the results in an on-going manner and how to tie in and measure those results to a company's bottom-line.

Expected Accomplishments

• Understand the value of customer retention and customer care
• Know techniques to personalize service
• Understanding consumer behavior and attitude
• Build trust in customers to establish confidence
• Build a strong network base to materialize
• Socialize the sales cycle
• Developing networks through CRMS
• CRM Model and benefits
• Industry practices and outcomes

CoursejOutline

Introduction

• Customer, types of customers, under promise and over delivering 
• Using the attitude of gratitude

Succeeding through communication

• The role of active listening, close and open questioning

Developing customer advocates

• Customer advocacy and the moment of truth

Proactive solutions

• Understanding the customer value triad, customer satisfaction and resolutions

Creating customer service excellence

• Common mission and being on the same page with the customer

CRM concept and CRMS

Types of CRMS and selection criteria for an enterprise

Ideal CRM model and results

Vendor and industry feedback

Value added customer interaction and the philosophy of customer retention using CRMS