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Customer Relationship Management

Duration:1 Day
Cost:€499 + VAT
Ref:CRM

Our Customer Relationship Management course will help you understand and retain key customers to enhance profitable relationships

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Cost €449.00 Duration 1 day Code CRM

Who is it for

Managers, supervisors and staff responsible for managing client service, including

Customer Relationship Managers
Directors of Customer Service
Heads of Client Relations
Customer Service Team Leaders
Sales Directors & Managers

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.

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

What will 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