Clear Vision Consultation and Training

How would a system for managing customer relationships impact your organization?

Customers are the core requirement for any business and as such there is a need to foster and maintain great customer relationships with them.

This customer relationship management learning pack takes a refreshing look at the key requirements for a CRM process that integrates your organization with those of your customers. You will learn how to introduce a successful customer relationship management program in your organization and reap the enormous benefits as a result.

                                                           Learning Objectives

On completion of this learning toolbox participants will:

• 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

• 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

• Managing Your Customer
  - Why Manage Customers?
  - Pareto Principle
  - Customer Value
  - Hierarchy of Service
  - Information Versus Knowledge
  - Customer and Culture

• Measuring CRM
  - Characteristics of Excellent CRM
  - Measuring Customer Service
  - Problems in CRM
  - Process Analysis in CRM

• Standards and Continuous Improvement in CRM
  - Standards
  - The QCT Link in CRM
  - Continuous Improvement in CRM

• CRM as a Business Process

• CRM, Communication and People
  - Communication as a CRM Activity
  - People and CRM