Customer Relationship Management

Silicon Beach Training Ltd.
Brighton, East Sussex, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online/Live | On-site/In-house | Blended | Self-paced

Course Description:

'' In fiercely competitive markets where products and services are similar, putting the customer first is a sensible strategy for building the business. Satisfied customers return and tell others. Most businesses intend to provide good service but this is not easy to achieve in practice.

Customer Relationship Management Training Course Objectives:
This Customer Relationship Management training course challenges delegates to address these issues in a practical way that clarifies the relationship between customer care and overall business strategy.

Customer Relationship Management Training Course Content
Achieving Sustainable Competitive Advantage Through Customer Relations Management
Backgrounds and Benefits

Some Startling Statistics
What Customers Expect
Why Retaining Customers is Harder Than Ever
Who Are Your Customers?
Assessing Your Own Customer Relationship Performance

The 10 Characteristics of Your Service
People and Systems
Using Gap Analysis
Getting Down to the Detail
The Common Causes of Failure and How to Avoid Them

Implementing a Customer Relations Programme
Planning the Strategy
Total Management Commitment
Knowing Your Customers
Standards of Service
Staff Requirements
Keeping it Going
The CRM Champion

Motivating People to Care for Customers

Measuring Customer Satisfaction
The Problems and The Solutions
Designing a Customer Satisfaction Survey
Dealing With Customers Face to Face
The Essential Skills and Attitudes
Knowing How to Respond and Handling Complaints
Deciding What Training Is Needed

The Importance of Team Work

Action Planning

...''

Elements of this syllabus are subject to change.

Phone:+44 (0)1273 622272

School Address/Venue(s):

86 Gloucester Road
Brighton
East Sussex
BN1 4AP
UK

Jobs & Resumes: Brighton
Houses & Roommates: Brighton

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