Excellence In Building Customer Relationship Management Strategies

Course Code: PR03

►Course Objective


  • To understand the components of successful customer care
  • To know how to develop a plan for implementing effective customer care
  • To understand how you, as a leader, can help to develop a ‘customer focused’ team
  • To be able to assess your own, and your company’s performance, in the different levels of customer service
  • To identify customer service barriers within your organization
  • To improve the standards of service to your customers, by understanding their future needs and expectations
  • To explore the ways you can ‘WOW!’ your customers – by ‘going the extra mile’
  • To learn how to offer alternative solutions and successfully deal with unrealistic customer requests
  • To understand why customers complain, and how to deal professionally with complaints


►Target Audience


  • Managers
  • supervisors of staff in customer-facing roles,
  • those responsible for ensuring that the service level offered to customers


►Course Outline

Day 1

  • The Key Role Of The Customer Relationship Manager (CRM) In Creating A Competitive Edge
  • Understanding The Differences Between Business-To-Business (B2B) Customer Relationship Management (CRM) And Business-To-Consumer (B2C) Customer Relationship Management (CRM)
  • Identifying Barriers To Providing Exceptional Customer Service
  • Understanding Why The Happy ‘Internal Customer’ Is More Motivated To Provide Exceptional ‘External Customer’ Service

Day 2

  • Identifying The ‘Perception Points’ Of Your Organization
  • Detailed Analysis Of Your ‘Perception Points’
  • Understanding Your Customers’ Changing Needs And Wants

Day 3

  • The Key Steps Of Customer Service
  • Calculating Customer Lifetime Value (CLV)
  • Changing Times – The Impact Of Technology On CRM
  • Understanding Different Customer Feedback Mechanisms

Day 4

  • Creating A CRM Dashboard – What Gets Measured Can Be Improved!
  • Identifying Queries, Questions And Complaints
  • Handling Unreasonable Requests Effectively

Day 5

  • Creating An Exceptional Service Recovery Mechanism For Enhancing Customer Retention
  • Using Customer Feedback To Innovate And ‘Stay Ahead Of The Game’
  • The Best Practices In CRM – Learning From Case Studies
  • How To Create Customers For Life

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Date & Location

Date : 17 March 2019

Duration : 5 days

Place : Madrid

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Date : 08 September 2019

Duration : 5 days

Place : Kuala Lumpur

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