Description

What you need to know about delivering these customer relationship management training course materials

If you’ve a group that needs to learn about customer relationship management, then our training materials will help.

These training materials on customer relationship management will improve participants knowledge on how to manage customer relationships within their organization. And, will help improve skill levels of managers, team leaders, supervisors, and front line staff.

Use the course materials to discuss how to deliver excellent customer service. Then, explore how to maximize customer value. And, how to improve customer service levels. Next, focus on the role of customers. And, how customer relationships impact on all companies.

Course outline

The following topics are covered within the slides, manuals and support materials provided.

Customer relationship management (CRM) – Start by exploring customer relationships. And, how CRM can impact on organization. Then, focus on CRM as both a product and as a process. End this section by outlining some of the constraints involved.

Customer service in the organization – Next focus attention on customers and why we need them. Then, instruct your audience on what customers want, expectations and the concept of integration.

Generating a customer focused solution – The final sections of the course explore managing customers and how to measure CRM. Next, outline standards and continuous improvement. And, discuss the QCT Link and CRM as a business process. Finally, explore aspects of communication and the impact of CRM failure on companies.

Course objectives

At the end of the course, your participants will be able to:

– Understand the importance of customer relationships

– Identify the components of CRM

– Describe the factors that can cause customer relationships to fail

– Understand the different ways that you as an employee can affect CRM

– Use the material to develop a customer-centered approach

– Identify types of customer

– Recognize their potential impact on business

What’s included

On completion of your order, you will instantly receive the following:

– 83 page facilitator manual
– 67 page participant manual
– 83 powerpoint slides
– Practical exercises
– Further reading
– Course evaluation form and action plan

Free course materials

We will also send you the following free expert guides for use within your training courses:

– How to use icebreakers
– How to use training games
– How to improve listening skills
– How to improve questioning skills
– How to select materials and methods
– How to increase participation
– How to deal with difficult people
– How to evaluate training courses

Frequently asked questions

What is customer relationship management?

Customer relationship management (CRM) is the strategy, approach and practices that a company will employ to manage all current and potential customer interactions. And, effective customer relationship management skills drive all successful organizations.

What is the goal of customer relationship management?

The goal of customer relationship management is to increase profitability through providing a better service to the customer. And, this is achieved by continually building relationships and meeting customer needs.

How do successful companies develop effective relationships with their customers?

1. Determine mutually satisfying goals
2. Establish and maintain rapport
3. Produce positive feelings in both the organization and the customer

How does CRM impact on the organization?

• Shifting the focus from product to customer
• Streamlining the offer to what the customer requires, not want the organization can make
• Highlighting competencies required for an effective CRM process

What can constrain effective customer relationships?

• Resource availability
• Knowledge of the customer
• People skills
• Aggressive competitors
• Supply chain issues
• Legal and political requirements

Why do we need to manage customers?

• Customers are an exceptional source of information required to make your organization succeed
• Knowing what they want and need allows you to focus your production efforts
• Knowing which ones have most growth potential allows us to focus on developing highest potential
• Knowing which ones are most or least profitable allows us to focus on maximizing profit
• Knowing which ones will be advocates allows us to provide references and safely test new products

How do you measure customer service?

The traditional metrics for measuring customer service are:

• Number of complaints
• Turnaround time
• Right first time
• Point of contact experience
• Satisfaction rating

More innovative, strategic and focused customer relationship management metrics also include:

• The systems capability to meet customer demands
• Innovation rate
• Customer growth rate
• Customer integration
• Customer loyalty

What are the characteristics of effective CRM?

• Reliability
• Responsiveness
• Accessibility
• Safety
• Courtesy
• Consideration
• Communication
• Recognizing the customer
• Competence
• Responsiveness

What are SMART objectives?

• Specific
• Measurable
• Achievable
• Relevant
• Time Bound
• Supported By The Organization

Can I edit the content and add my own company logo?

Yes. You can now add your own logo's and customize the course content freely using Microsoft Word and Powerpoint. You can also deliver the course materials where, when and as often as needed.

 

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