Customer Relationship Management – Creating Value

Course Outline

Overview

The ultimate aim of any CRM programme is to generate more value from and for your key customers. This interactive 90-minute online course will provide you with the knowledge and skills require to achieve this objective.

Agenda

• Understanding value
• Sources of customer value
• Customization
• Value from products, service, processes, people and from customer communication

Target Audience

This online course is suitable for:

• Directors of Sales and Marketing
• Sales and Marketing Managers, Executives, Practitioners and Staff.
• Senior and Mid-level Managers who are involved in CRM programmes and system implementations.
• Staff who wish to understand the CRM landscape.
• Managers looking to take customer-centred strategies to the next level.

Learning Outcomes

Upon completion of this online course, you will be able to:

• Explore the concept of value.
• Identify what gives value from the customer’s perspective.
• Investigate customer communications.