Customer Relationship Management

Level
Total time

Customer Relationship Management

Capita Learning & Development
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Description

Customer relationship management (CRM) is a strategy for managing a company's interactions with customers, clients and sales prospects. It is the ability to handle a variety of customer situations and issues and is fundamental to providing effective customer service in business-to-business relationships.

  • Use the principles of exceptional customer service and CRM strategy to provide exceptional customer service
  • Explain 'The Likeable Organisation', what it is and how to enhance your personal attributes to achieve success with challenging relationships
  • Balance your needs to increase income from customers with improving customer relationships

Anyone who has responsibility for an organisa…

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Customer relationship management (CRM) is a strategy for managing a company's interactions with customers, clients and sales prospects. It is the ability to handle a variety of customer situations and issues and is fundamental to providing effective customer service in business-to-business relationships.

  • Use the principles of exceptional customer service and CRM strategy to provide exceptional customer service
  • Explain 'The Likeable Organisation', what it is and how to enhance your personal attributes to achieve success with challenging relationships
  • Balance your needs to increase income from customers with improving customer relationships

Anyone who has responsibility for an organisation's relationships with customers, clients or sales prospects or for anyone who has client interaction throughout the process.

You will learn:

  • Relationships with existing customers – how healthy are they; how do we identify how they feel about us?
  • Principles of ‘The Likeable Organisation’. What it is and how to enhance your personal attributes to achieve it
  • The language and communication skills for successful interactions
  • Development of a toolkit to build stronger and long lasting customer relationships
  • How measuring customer relationships can enable greater business success
  • The role of transactional analysis in customer relationship management
  • Management strategy that will improve your business performance
  • Contrast successful and difficult customer relationships – what can we learn from successful relationships to improve the difficult ones?
  • Understand your personal impact on customers and identify ways to strengthen relationships
  • Identify an effective Customer Relationship
  • Handle difficult, demanding and complaining customers – understand techniques to help in difficult situations 
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There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.