Customer Relationship Management that Works

Customer Relationship Management (CRM) That Works is a training program designed to enhance the skills of customer service representatives, sales professionals, and business owners in managing customer relationships in a way that fosters customer loyalty, increases retention rates, and generates repeat business.

The program will cover the following topics:

• Understanding the importance of customer relationships in achieving business success.
• The fundamentals of customer relationship management, including customer acquisition, customer retention, and customer loyalty.
• Strategies for building trust, rapport, and empathy with customers.
• Enhancing communication skills, including active listening, effective questioning, and clear communication.
• Developing effective problem-solving and conflict resolution skills.
• Strategies for managing customer expectations and handling customer complaints.
• Understanding the customer journey and identifying touchpoints where customer interactions take place.
• Developing customer-focused marketing and sales strategies.
• Managing customer data and leveraging technology to support CRM efforts.
• Measuring and evaluating the effectiveness of CRM efforts.

The course will be delivered through a combination of lectures, case studies, interactive activities, and simulations. Participants will have the opportunity to work in small groups to practice the skills and techniques covered in the program and receive feedback from their peers and instructors. The program is designed to be practical and hands-on, with a focus on real-world applications that participants can apply immediately in their workplace. By the end of the program, participants will have gained the skills and knowledge to build and manage effective customer relationships that drive business growth and success.