Customer Relationship Management: Analysing & Integrating Key Components

Introduction

Customers in today’s world are more discerning, more demanding and better informed. Buyer behaviour has also changed and along with it customer service expectations. What has not changed is the need to have customers come back to us. Maintaining outstanding customer relationship that makes the customer feel important and valued is an essential component to the organisation’s long-term success. Providing outstanding customer service often makes the difference between gaining and keeping a customer or losing one.

PROCLAD Academy’s Customer Relationship Management: Analysing & Integrating Key Components training course offers the tools and techniques to ensure you build and maintain beneficial relationships with customers, to make them become loyal supporters of your organisation. It also analyses the key components of CRM and explains how it is integrated within an organisation.

The key features of PROCLAD Academy’s Customer Relationship Management: Analysing & Integrating Key Components training course are:

• Customer Orientation
• Conceptual Thinking
• Balanced Decision Making
• Quality Orientation
• Persuading Others

Learning Objectives

Participants on PROCLAD Academy’s Customer Relationship Management: Analysing & Integrating Key Components training course will learn how to:

• Develop an understanding of the terms and benefits of CRM
• Analyse the different components of a CRM plan
• Identify how CRM creates value for organisations and customers
• Adopt techniques that routinely deliver positive customer service
• Maximize the value of your customer interactions
• Deal effectively with difficult customers and turn complaints into opportunities
• Contribute to a customer-centric culture and achieve greater personal growth and customer satisfaction
• Demonstrate a positive, confident and professional approach with internal and external customers
• Identity development roles that have the greatest impact on CRM

Target Audience

PROCLAD Academy’s Customer Relationship Management: Analysing & Integrating Key Components training course is beneficial to anyone from any organization who needs to build effective relationships with external and internal customers. This includes help desk, technical support, frontline or support staff. This training course will also be of interest to managers and team leaders wishing to coach and develop staff performance toward a customer-focused culture.

Training Methodology

PROCLAD Academy’s Customer Relationship Management: Analysing & Integrating Key Components training course will involve the use of slides, handout material, work manual with all instructor notes and slides, examples of best practice and appropriate video/DVD material. The use of flip-charts, syndicate workshops and reporting back sessions will encourage a fully participative and enjoyable event. Delegates will be encouraged to participate actively in relating work experiences.

Course Outline