Customer Relationship Management
Customer Relationship Management Course Outline
Please remember this is just a sample outline, all of our courses are bespoke and tailored to suit your needs.
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
