Customer Service Relationship Management

COURSE OVERVIEW

Customer Service relationship has been vastly underrated. Practitioners need to be skilled in delivering the best of services to customers. With the ever-growing competition in the market professionals need to know the best approach to manage customer expectations and guarantee satisfied service delivery.

In this course, we will learn to meet customers expectation and equal create value for the customer and the organization. We will equally seek to understand the concept of customer relationship management, how best to foster better customer interaction and analyze the best practices and systems to reinforce customer relationship and services.

COURSE OBJECTIVES:

At the end of this course participants would be able to:

• Deliver presentations and Public Speaking
• Articulate customer relationship management goals
• Foster improved customer satisfaction and retention
• Manage call centers and customer perception
• Develop campaign strategies and manage target groups
• Create a customer relationship management vision for their organization
• Analyze the different parts of a customer relationship management plan
• Understand the need for customer relationship management and how it affects the organization.
• Identify common mistakes organization make when putting customer relationship management in place

COURSE OUTLINE

1. Basics of Customer Relationship Management
2. Managing the processes of Customer Relationship Management
   • Customer Lifecycle Management
   • Customer Lifetime Value
   • Contact Management
   • Activity Management
   • Issue Management
   • Workflow Management
   • Sales Force Automation
   • Opportunity Management
   • Marketing Automation
   • Collaboration Processes
3. Managing Interactions and dealing with difficult customers
4. Analytics in Customer Relationship Management
5. Hindrances to effective Customer Relationship Management
6. CRM case studies: How to have an effective CRM in different industries, sectors and organization