Customer Relationship Management


About the course:

Customers are the core requirement for any business and as such there is a need to foster and maintain great relations with them. This course takes freshen new look as the key requirements for a CRM process that integrates your organization with those of your customers.

This course train, how to implement Customer Relationship Management in their business, beginning with the basics of terminology and whether or not customer relationship strategies are right for them, and moving on to how to use CRM to improve client relationships and the ins and outs of effective client management. Participants can learn how to build excellent customer relations while working through parts of the course at their own pace.

Learning Objectives:


Course Overview

Customer Relationship Management

Customer Relationship Management in Your Everyday Life


What CRM Is and Who It Serves

Different Faces of CRM

Who is the Customer?


Checklist for Success

Evaluation Metrics

Privacy Issues

Considerations in Tool Selection

What’s Your Function in the Field?

Getting Information In and Out


Strategies for Customer Retention

Getting More from Your Core

Customer Scenarios


Evaluating and Reviewing Your Program

Customer Profiles

Customer Life Cycles

Evaluating and Reviewing CRM

Recommended Reading List

Post-Course Assessment

Pre- and Post-Assessment Answer Keys

Personal Action Plan

Training Include:

Training manual, Buffet Lunch and Tea/Coffee Breaks

Course Completion Certificate.

Training: 5 Days
Date: 22 -26 Jan 2017


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