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Customer Relationship Management

Course Aim

To enable delegates to understand and demonstrate the essential skills required to plan for, establish, develop and maintain effective, long-term and mutually beneficial relationships with their customers.

Course Objectives

By the end of this course delegates will be able to:

  • The importance of CRM to business success
  • Where CRM fits into the product and brand
  • How customers view the 'moments of truth' in service delivery
  • What the best companies do to exploit CRM
  • Explain the importance of recruiting the right type of customers
  • Devise an effective prospecting plan for the right customers
  • Construct and demonstrate an effective recruitment call using their own 'script'.
  • Describe the most effective way of managing their portfolio of customers, ensuring that the right amount of time is spent with the right customers
  • Explain and demonstrate how to give effective presentations
  • Detail effective techniques on how to manage their time more effectively
  • List the ways that they can continue to develop and plan for their own development

Course Content

Course content includes:

  • How to analyse the customer relationship
  • How to identify opportunities for relationship development
  • How to 'break the rules' to deliver great service that delights clients while looking after the interests of the business
  • Recruiting new customers
  • How to analyse the customer relationship
  • How to identify opportunities for relationship development
  • Managing a portfolio of customers
  • How to 'break the rules' to deliver great service that delights clients while looking after the interests of the business
  • How to bring personality and individuality to customer service
  • How to handle complaints using a model for service recovery
  • Use the principle media of telephone and written contact proactively
  • Develop client relationships from a business development perspective
  • Making effective presentations
  • Time and self management
  • Self development and action planning

 

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