Customer Relationship Management
Customer Relationship Management.

About the Course:
Customer Relationship Management (CRM) is a business philosophy, not just a technology. Practising CRM helps you stay close to existing customers and win new ones. This course provides an overview of this philosophy and the techniques and systems required to put it into practice.

Learning Objectives:
- Understanding of the importance of CRM to business success
- Techniques to segment your customer base to identify your most important customers and how to manage the relationship with them
- The ability audit the stages in the service delivery process in order to identify opportunities for improvement
- Understanding of effective service recovery in order to retain customers who experience service problems

Course Overview:
Define customer relationship management to understand what it involves Improve the way your clients perceive the service they receive Handle complaints and problems using a model for service recovery Learn from the experts to benchmark your own organisation against the CRM leaders Highlight the moments of truth in service delivery, as they are perceived by clients Understand the role of information systems in CRM Empower and motivate customer service .

Who Should Attend:
Managers, supervisors and staff responsible for managing client service.
 
Course Dates
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Tools
 
Key Details
Provided by:
Reed Learning


 
Duration1 day
 
£499
per delegate