Customer Relationship Management

One Week £ 1,900 | Two Week £3,500 | One Week ₦120,000

 

Customer Relationship Management is the buzzword in business. The ability to handle numerous customer situations and issues is fundamental to providing effective customer service relationships. This course focuses on attracting and retaining customers through excellent service, cooperation, trust, commitment and sharing of information. CRM is all about business relationships and how the organisation can create new value for its customers, suppliers, employees and investors by managing these relationships.

This training course is ideal for understanding customer relationship management strategy, whether you are brand new to the concept and just looking to learn enough to intelligently discuss CRM. Executive and managers implementing a customer relationship management program will benefit from it. This course will also present innovative, proven methods for determining whether a Customer Relationship Management (CRM) strategy for changing the way an organisation provides service (by adding new technology, processes and procedures) will realise the return on investment projected.

  • Introduction to CRM
  • Identify different client types
  • Defining customer relationship management today
  • Building a client relationship
  • Identifying opportunities to cross sell
  • The successful CRM ‘toolkit’
  • Individual action plans to improve results
  • Customer Strategy
  • Key principles of effective CRM
  • Customer Lifecycle Management
  • CRM in Various Industries
  • Customer Profitability Analysis
  • Implementing Effective CRM

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

  • 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
  • Audit the stages in the service delivery process in order to identify opportunities for improvement
  • Have understanding of effective service recovery in order to retain customers who experience problems