Customer Relationship Management (Automotive)

This programme aims to provide new and existing managers with the knowledge required to understand the importance of a company's customers.

Drivers for CRM include increased competition and reduced margins. CRM is about delivering increased revenue and profit through knowledge and understanding of who your customers are, how they interact with the business today and how they wish to interact in the future and how valuable and profitable they are to you now and in the future. CRM is about retaining and increasing the number of lifetime customers you have within the business.

This then enables us to make informed decisions about:

• Overall business strategy
• Which customers we should acquire and develop
• What services and products we should develop, acquire or provide
• How to focus the business to deliver operational excellence aligned to strategy.

Modules

• Introduction to Customer Relationship Management
• What is CRM
• Introduction to Customer Satisfaction
• The Manager’s Role Session 1
• The Manager’s Role Session 2
• Coaching Associates
• Housekeeping
• Monitoring Customer Satisfaction
• Managing Customer Satisfaction
• The Importance of Marketing
• The Marketing Plan
• Marketing Approaches
• Advertising
• The Cost of Marketing