Customer relationship management (CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer life cycle, to improve customer service relationships and assist in customer retention and driving sales growth. Maintaining outstanding customer relationship that makes the customer feel important and valued is an essential component to the organization's long-term success. Providing outstanding customer service often makes the difference between gaining and keeping a customer or losing one. This training program offers participants the tools and techniques to build and maintain beneficial relationships with customers, to make them become loyal supporters of their organization. It also analyses the key components of CRM and explains how it is integrated within an organization.

For Whom

This program is designed for anyone in the organization who needs to build effective relationships with external and internal customers. This includes help desk, technical support, and frontline or support staff. This course will also be of interest to managers and team leaders wishing to coach and develop staff performance toward a customer-focused culture.

Learning Objectives

At the end of the course, participants will be able to:

• List and explain the terms and benefits of CRM
• Explain the different components of a CRM plan
• Identify how CRM creates value for organizations and customers
• Adopt techniques that routinely deliver positive customer service
• Maximize the value customer interactions bring to their organizations
• Effectively handle difficult customers and turn complaints into opportunities
• Develop a customer-centric culture to achieve greater growth and customer satisfaction
• Demonstrate a positive, confident and professional approach to internal and external customers