Customer Relationship Management Training course

Customers are the core requirement of any business and as such there is a need to foster and maintain great customer relationships with them. The Customer Relationship Management soft skills training course takes a refreshing look at the key requirements for a CRM process that integrates an organization with those of its customers. Participants will learn how to introduce a successful customer relationship management program in an organization and reap the enormous benefits as a result.
The Customer Relationship Management Training course is also ideal for managers, supervisors and professionals interested in learning more about this essential business skill.
On completion of this learning toolbox participants will:

• Understand what is Customer Relationship Management?
  - Focus on Relationships
  - How Does CRM Impact The Organization?
  - Why Does the Organization Need CRM?
  - CRM As A Product
  - CRM As A Process
• Identify Your Customers
  - Identifying Your Customer
  - Internal Customers
  - External Customers
  - Why Do We Need Customers?
  - Customer Expectations
  - Integrating The Customer
  - Generating A Customer Focused Solution
• Managing Your Customer
  - Why Manage Customers?
  - Pareto Principle
  - Customer Value
  - Hierarchy of Service
  - Information Versus Knowledge
  - Customer and Culture
• Measuring CRM
  - Characteristics of Excellent CRM
  - Measuring Customer Service
  - Problems in CRM
  - Process Analysis in CRM
• Standards and Continuous Improvement in CRM
  - Standards
  - The QCT Link in CRM
  - Continuous Improvement in CRM
• CRM as a Business Process

CRM, Communication and People
- Communication as a CRM Activity
- People and CRM