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Customer Relationship Management

Training Courses

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Training course summary

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Understand and retain key customers to enhance profitable relationships

Who is it for?
Managers, supervisors and staff responsible for managing client service

What is it about?
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.

What do I get out of it?
• 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
Regions:
  • London
Delivery:
  • In House
  • Public
Category:
Difficulty:
  • Advanced

Further Details

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

Runs in London every three months - alternatively call 020 7520 6600 to have this run at your company as a tailored programme.

Guide price

£499 + VAT

 

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