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Customer Relationship Management Course

  • Duration:1 Day
  • Cost:On request
  • Ref:CRM

Understand and retain key customers to enhance profitable relationships

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Cost £449.00 Duration 1 day Code CRM

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What's this?

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Who is it for

Managers, supervisors and staff responsible for managing client services.

What is it about

Customer Relationship Management (CRM) is a business philosophy, not just a technology.  Practising CRM helps you stay close to existing customers and win new ones.  This course provides an overview of this philosophy and the techniques and systems required to put it into practice.

Course Overview

  • Define customer relationship management to understand what it involves
  • Improve the way your clients perceive the service they receive
  • Handle complaints and problems using a model for service recovery
  • Learn from the experts to benchmark your own organisation against the CRM leaders
  • Highlight the moments of truth in service delivery, as they are perceived by clients
  • Understand the role of information systems in CRM
  • Empower and motivate customer service

What will I get out of it?

  • Understanding of the importance of CRM to business success
  • Techniques to segment your customer base to identify your most important customers and how to manage the relationship with them
  • The ability to audit the stages in the service delivery process in order to identify opportunities for improvement
  • Understnading of effective service recovery in order to retain customers who experience problems

Accredited by

This course is accredited for CPD

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Contact the IDM

To book or get more information, call the IDM 020 8614 0277 and quote REED12 to get your discount.
This course is also available for delivery in-house, to find out more call 020 8614 0277.

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