No doubt that employees tend to treat customers as they themselves are treated by the company. Bad service and bad attitudes are merely a reflection of an outdated and unaware management style. It is paramount that frontline customer service representatives, salespersons, receptionists, service teams, and anyone else who has contact with customers, be empowered to solve problems immediately. Attention to detail is vital. Trust and loyalty are reinforced when customers are taken care of in an effective, efficient, and friendly manner.
- Middle and senior-level managers from marketing, e-commerce, sales and operations, strategic planning and general management
- Product, brand, e-marketing and advertising managers
- Finance managers responsible for customer profitability measurements and analysis Sales and service managers
To enhance the participant’s knowledge, skills, and abilities necessary to have an appreciation of the importance, principles and techniques of CM.
By the end of this course, participant will be able to:
- Understand the importance of customer relations.
- Awareness of customer centric models.
- Learn to implement the best practice of CM.
- Know about SCM, ERP and BPR.
- Redesign business processes to enhance customer relations
- What is CM?
- An overview of Marketing.
- Customer as a Controlling Function.
- How Customer Relationship Affect the Loyalty?
- Business Strategy and Role of CRM.
- CRM Vision and Customer Behavior.
2. Understanding Customer Centric Strategies
- Customers Perception about the Products / Services.
- Challenges ahead of Time.
- Current Business Strategy.
- How to Build on Customer Centric Strategy.
3. Customer Profiling and Segmentation
- What is Customer Profiling? Why do we need it?
- Data Warehousing and its Relevance.
- How to Segment the Market?
- Reengineering the business Processes to suit the Needs of Different Customer Segments.
4. Redesigning Functional Roles & Customer Relations
- Role of Leadership.
- MIS and its Analysis.
- Aligning Business Objectives, Performance and Resources.
- Developing Customer Focused Culture.
- Process of Measuring Business Results.
5. Understanding & applying the best practice for CM
- Customer Touch Points – Role of CM
- How to Succeed in our Mission.
- Analysis of Customer Information Systems.
- Integration of Business Processes
6. Role of Information Technology in CM
- Consider the Advantages of Readymade IT Solutions.
- Who are the Market Leaders in Offering CM Solutions?
