Customer Focused Management

Customer Relationship Management: Implementing CRM introduces the student to the goals of CFM, the costs of CFM, and ways to modify operations costs to become customer focused. The program also details CFM pre-implementation strategies, the CFM implementation process, and tactics used to test CFM.

Course Objectives

• Identify ways to achieve CFM goals and focus on customers.
• Identify the roles of a CFM implementation team.
• Match the reasons CFM programs fail to the appropriate method for overcoming failure.
• Identify the method for pilot testing CFM strategies.
• Match departments affected by CFM to the changes those departments will experience.
• Sequence the steps for implementing CFM.

Who Should Attend?

This series is intended for managers, supervisors, customer service representatives, and anyone within an organization who wants to better understand the techniques of building customer loyalty.

Course Outline

Becoming Customer Focused

• Identify ways to achieve CFM goals and focus on customers.
• Identify the costs of CFM.
• Identify the modifications to operations costs that ensure a customer-focused effort.
• Simulation

Preparing to Implement CFM

• Identify the roles of a CFM implementation team.
• Identify the members of a CFM implementation team.
• Match departments affected by CFM to the changes those departments will experience.
• Identify how each department is affected by CFM.
• Match the reasons CFM programs fail to the appropriate method for overcoming failure.
• Identify why CFM programs fail.
• Identify the processes used to test a CFM program.
• Simulation

Implementing CFM

• Sequence the steps for establishing strategies for building customer relationships.
• Follow the steps for establishing strategies for building customer relationships.
• Identify the reasons CFM should be implemented in stages.
• Sequence the steps for implementing CFM.
• Follow the steps for implementing CFM.
• Simulation

Course Methodology

A variety of methodologies will be used during the course that includes:

• (30%) Based on Case Studies
• (30%) Techniques
• (30%) Role Play
• (10%) Concepts
• Pre-test and Post-test
• Variety of Learning Methods
• Lectures
• Case Studies and Self Questionaires
• Group Work
• Discussion
• Presentation

Course Fees

This rate includes participant’s manual, Hand-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.

Course Timings

Daily Course Timings
08:00 - 08:20       Morning Coffee / Tea
08:20 - 10:00       First Session
10:00 - 10:20       Coffee / Tea / Snacks
10:20 - 12:20       Second Session
12:20 - 13:30       Lunch Break & Prayer Break
13:30 - 15:00       Last Session