Strategies for Effective Customer Relationship Management

Course Code

CSS-150

Duration

2 Days

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Course Overview

This course will present innovative, proven methods for determining whether a Customer Relationship Management (CRM) strategy for changing the way a company provides service. Throughout the course, measurable examples will be provided on how CRM theory is applied with great success by various corporations. Objectives will focus on the scientific reasons why people resist change, a process to deal with that change, a process to measure the results in an on-going manner and how to tie in and measure those results to a company’s bottom-line.

Course Schedule

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Target Audience

All frontline sales personnel

Course Prerequisites

A basic understanding of business and selling skills including knowledge of customer service principles

Expected Accomplishments

Understand the value of customer retention and customer care

Know techniques to personalize service

Understanding consumer behavior and attitude

Build trust in customers to establish confidence

Build a strong network base to materialize

Socialize the sales cycle

Developing networks through CRMS

CRM Model and benefits

Industry practices and outcomes

Course Outline

Introduction

Customer, types of customers, under promise and over delivering

Using the attitude of gratitude

Succeeding through communication

The role of active listening, close and open questioning

Developing customer advocates

Customer advocacy and the moment of truth

Proactive solutions

Understanding the customer value triad, customer satisfaction and resolutions

Creating customer service excellence

Common mission and being on the same page with the customer

CRM concept and CRMS

Types of CRMS and selection criteria for an enterprise

Ideal CRM model and results

Vendor and industry feedback

Value added customer interaction and the philosophy of customer retention using CRMS