Every business organization`s success depends on the satisfaction of the customers. In any business the customers always come “first” and then the profit. Those companies that are succeeding to satisfy the customers fully will remain in the top position in a market. Today’s business company has known that customer satisfaction is the key component for the success of the business and at the same time it plays a vital role to expand the market value.

Have you ever wondered what makes some organizations shine in the hearts and minds of customers and achieve the highest levels of customer delight and at the same time generate record profits? In this course we will give a practical insight into the workings of such successful organizations and help you create a roadmap that will take your organization to this new height.

For Whom

This program is designed for Marketing Managers and Executives, Customer Relationship Management (CRM) departments, market research, loyalty scheme managers and supervisors, product managers, business unit managers, sales managers and supervisors, customer care managers and supervisors, analysts and any interested decision maker, department head or supervisor.

Learning Objectives

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

• Explain customer satisfaction, retention and loyalty and measure them in a meaningful and systematic way:
• Use of a profitability dimension to any customer loyalty strategy
• Arrange, plan and manage impactful customer satisfaction surveys
• Define customer segments, profiles and models for maximum strategic as well as tactical impact
• Create 'customer value propositions' that work
• Develop effective loyalty schemes: know what to avoid and how to improve on them.