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