Customer Service/Relationship Management

Customer focused service is key to Strengthening and growing relationships which leads to winning a new business.

This program introduces the different facets of customer relationship management (CRM) to participants and shows them how to identify who their customers really are. It also analyzes the key components of CRM and explains how it is integrated into an organization.

Course Objectives

• Explain the role of CRM in your Business
• Help teams articulate their CRM goals and identify key milestones in the relationship management process.
• Review several the features and benefits of various CRM systems for your Business.
• Assist groups in determining how they will measure the success of their relationship management efforts.
• Explain the role of CRM in your Business
• Help teams articulate their CRM goals and identify key milestones in the relationship management process.
• Review several the features and benefits of various CRM systems for your Business.
• Assist groups in determining how they will measure the success of their relationship management efforts.

Course Outline

Connecting with Customers: Customer Relationship Management To begin, participants will look at the CRM programs they are involved in and how these programs have affected their lives. Participants will also explore the meaning of CRM and its potential value. Next, they will look at different types of CRM programs and the needs they can serve.

What Exactly Are We Managing? Requirement-Driven Product Selection During this segment, participants will look at the requirement-driven product selection process. This process requires defining the business need (or pain or problem, depending on the issue), deciding which functions are needed to meet the requirements, and then defining the products that support the selection.

Don't Leave! Strategies for Customer Retention This part of the program discusses ways to engage and retain customers. Participants will explore the four pillars of CRM and how they can use them to help others embrace the CRM plan.

How Are We Going to Do This?: Homegrown Versus the Application-Service Provider Participants will look at the advantages and disadvantages of developing an in-house program versus using an application service provider.