Customer Relationship Management | CRM – Develop customer loyalty and incorporate an effective and cost-efficient customer relationship program.
Customer Relationship Management (CRM) is a business approach that includes the practices and strategies a company uses to determine the best ways to manage and maintain business relationships and interactions with customers, clients, partners or prospects.
There is an operational side and an analytical side to CRM.
The course begins by showing you how businesses can address fluctuating demand from customers for service by managing capacity within the service process they offer to their customers.
You will then learn how businesses can use marketing elements to shape demand patterns for a service. You will learn about consumer behavior and how essential aspects of service processes such as queuing and waiting for lines can be re-designed to significantly improve customer experience and also increase service productivity and efficiency.
You will also learn about The Three-Stage Model of Service Consumption and how this model allows service managers set objectives and shape consumer behavior in a targeted manner.
Finally, you will learn about self-service technologies (SST) and co-creation of business services and how these methods are the ultimate form of customer involvement in a business service when used appropriately.
The course uses real-world examples throughout to demonstrate how service businesses and service organizations around the world achieve excellence in their customer relationships.
This course will be of great interest to all professionals working in service businesses and service management and who would like to learn more about creating business services that go beyond customer satisfaction and achieve customer delight.
This workshop will impart critical strategies aimed at transforming the organization into a magnet for customers.
This is an accredited CSIA program.
You might be interested in other Customer Service programs as a next step.
YOU WILL LEARN HOW TO
Participants will come away with a thorough understanding of customer lifecycle management and the role of people and information technology in customer relationship management with the ultimate goal of attaining customer loyalty.
After completing this course, students will know how to:
– Appreciate the value of culture and the significance of cross-cultural communication, describe the impact of cultural differences on contact, and avoid miscommunication and conflicts that arise due to these differences.
– Identify the gaps in verbal and nonverbal communication across cultures, including understanding gestures and expressions that vary across cultures.
– Establish rapport, build trust, and listen and provide feedback to cross-cultural co-workers and employees.
– Identify common cross-cultural communication barriers and how to overcome them, avoid cultural bias, and employ qualified interpreters for intercultural communication.
– Attend and organize cross-cultural meetings that include conducting negotiations and solving problems.
– Identify gestures used in different cultures, build a cross-cultural team, design cross-cultural documents, and build a professional translation team.
IMPORTANT COURSE INFORMATION
Upon completing the course, participants will be awarded Strategic Axis Professional Certificate endorsed by International Customer Service Standard (ICSS).
COURSE OUTLINE