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Client / Customer Relationship Management
Clients and customers are the core requirement for any business or organisation and as such there is a need to foster and maintain great relationships with them.
This relationship management Learning package takes a refreshing look at the key requirements for a CRM process that integrates your organisation with those of your clients or customers.
Program Description
Within this Learning package participants will develop competence in:
- What is Customer Relationship Management?
- Focus on Relationships
- How Does CRM Impact The Organisation?
- Why Does The Organisation Need CRM?
- CRM As A Product
- CRM As A Process
- Looking At Customers
- Identifying Your Customer
- Internal Customers
- External Customers
- Why Do We Need Customers?
- Customer Expectations
- Integrating The Customer
- Generating A Customer Focused Solution
- Managing The Customer
- Why Manage Customers?
- Pareto Principle
- Customer Value
- Hierarchy of Service
- Information Versus Knowledge
- Customer and Culture
- Measuring CRM
- Characteristics of Excellent CRM
- Measuring Customer Service
- Problems in CRM
- Process Analysis in CRM
- Standards and Continuous Improvement in CRM
- Standards
- The QCT Link in CRM
- Continuous Improvement in CRM
- CRM as a Business Process
- CRM, Communication and People
- Communication as a CRM Activity
- People and CRM
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