Advanced CRM Customer Relationship Management

Course Code: PR09

►Course Objective

 

  • Identify the loop-holes between excellent customer care within the organisational strategy and hierarchy
  • What outstanding customer service comprises of
  • Planning a complete framework to ensure customer care standards are met with
  • Explore in detail the leadership qualities required to develop a customer-oriented team
  • How customer complaints and grievances are critical to every organisations growth and development
  • To always be a step ahead of your customers’ requirements; ‘over deliver and under-promise’ attitude
  • Ways to make your customer feel important
  • Study ways to overcome roadblocks that are in between your service and the customers’ expectations
  • Ways to say no positively deal with impractical expectations without upsetting and offending the client
  • Self-evaluation techniques to assess your performance during every stage of customer care.

 

►Target Audience

 

  • Customer-facing professionals
  • Customer Relationship Supervisors & Managers
  • Section head & Middle Managers
  • Customer Service team members

 

►Course Outline

Day 1

  • Overview
  • What is Customer Relationship Management?
  • Role of CRM
  • B2B CRM
  • B2C CRM

Day 2

  • Internal Customer vs. External Customer Service
  • How is ‘Customer Lifetime Value’ calculated?
  • Perception points
  • Roadblocks in achieving outstanding customer service

Day 3

  • Customer’s evolving needs and requirements
  • Customer Service Process
  • CRM and technology of the present

Day 4

  • Different types of customer response mechanisms
  • Solving customer complaints and inquiries
  • Tackling unrealistic customer requests professionally
  • Retaining Customers

Day 5

  • Upgrade your feedback mechanism
  • CRM Dashboard to track and measure performance
  • Real-life case studies
  • Wrap-up and conclusion.


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Date & Location

Date : 14 August 2022

Duration : 5 days

Place : Jeddah

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Date : 20 February 2022

Duration : 5 days

Place : Singapore

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