Customer Relationship Management (2 Day)
Following this course delegates will be able to:
- Understand why customer retention is critical
- Understand the value of customers
- Analyse customer defection rates and understand the causes
- Influence employee satisfaction
- Coach soft skills
- Identify the customer touch points and KPI’s
- Monitor and influence process improvements
- Recognise the quality circle
- Manage customer follow up
- Interpret and act on information
- Create a marketing plan
- Monitor and quantify effective marketing
- Plan events and campaigns
- Identify opportunities for growth
Areas covered:
- Introduction to customer satisfaction
- Achieving customer satisfaction
- Monitoring customer satisfaction
- Managing customer information
- Marketing
- Growing the business
- Personal action plan
Suitable delegates
- This programme is aimed at providing new and existing managers with the knowledge required to understand the importance of customers, how to achieve customer satisfaction, monitoring and managing customer information, marketing and growing the business proactively
Benefit to employers
- Improved sales volumes
- Increased sales margins
- Outstanding customer satisfaction
- Better customer retention
- Improved employee performance and retention
For more information please contact enquiries@autavis.com
