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Customer Relationship Management
Now you can train others on how to effectively manage customer relationships.
This training courseware provides everything you need to professionally deliver Customer Relationship Management training including a detailed facilitator manual, a customizable participant manual, hands-on course exercises, course outline, course advertorial, training icebreakers, training games, expert guides, course tests, course evaluation, action plan for participants and classroom-ready PowerPoint slides. |
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Learning Objectives
On completion of this training your participants will understand: |
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Understand what is Customer Relationship Management?
- Focus on Relationships
- How Does CRM Impact The Organization?
- Why Does The Organization Need CRM?
- CRM As A Product
- CRM As A Process |
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Identify Your Customers
- Identifying Your Customer
- Internal Customers
- External Customers
- Why Do We Need Customers?
- Customer Expectations
- Integrating The Customer
- Generating A Customer Focused Solution |
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Managing Your Customer
- Why Manage Customers?
- Pareto Principle
- Customer Value
- Hierarchy of Service
- Information Versus Knowledge
- Customer and Culture
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Measuring CRM
- Characteristics of Excellent CRM
- Measuring Customer Service
- Problems in CRM
- Process Analysis in CRM |
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Standards and Continuous Improvement in CRM
- Standards
- The QCT Link in CRM
- Continuous Improvement in CRM |
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| CRM as a Business Process |
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CRM, Communication and People
- Communication as a CRM Activity
- People and CRM |
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Personalized Training
Kubunye Training offers over 50 courses which you can use the most relevant training courses to your participants.
Kubunye Training allows you to add your own logos and deliver the learning material as your own and as often as required.
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Ready To Go!
The Kubunye Trainer Advantage Courses are carefully developed to allow easy delivery of high-quality training material.
In your instant download you will receive everything that you need to deliver really excellent courses.
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