Customer Relationship Management Strategy Development - Introduction

 

Overview 

 

The CRM Strategy is a way to improve how a business deals with its customers. 

The aim is to deliver greater value to the satisfaction of clients, staff and the organisation. 

Benefits of an effective strategy include improved client loyalty, gaining new business, 

better motivated staff and lower marketing costs. 

This course is designed as an introduction to the principles of CRM Strategy Development in order to help companies develop cohesive and appropriate frameworks to demonstrate their competitive advantage.    

 

One - day course outline

 

  • Courseobjectives
  • Personal objectives- what do you want from this training?
  • Customer definition
  • Golden rules of Customer Service
  • The customer driven business-how customer focused are the different elements of your organisation?
  • Customer loyalty ladder
  • Pyramid of responsibility
  • Model for outstanding service
  • Customer focused leadership
  • People
  • Processes
  • Strategy
  • Customer 'touchpoints'-interpersonal and digital
  • How to assess current service standards
  • Involving the team
  • Defining the strategy
  • Communicating the strategy
  • Implementing the strategy
  • Action planning

 

Outcomes

 

Understanding of the key principles in a customer relationship strategy

Appreciation of how to communicate the company message across a variety of channels

Tools to build client loyalty

Understanding how to improve client confidence 

Increased awareness of engaging staff at all levels in supporting the strategy

 

 

  Because Service Means Sales and Sales Need Service 

 

www.cbpm.co.uk

Tel: 08700 100740; Mobile: 07971 865036; Email: training@cbpm.co.uk

 

 


Enquire about this course.

 
Federation of Small Businesses Member