CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

The place CRM in organisation’s growth and sustenance is irreplaceable, it is one of the driving forces of organic growth; no one gives a return business to a company that provides poor customer service support. At FBS, we know that the process of turning a sales lead to into a full-fledge customer, and the arduous management of the company’s interactions with clientele are wholly executed by the CRM unit, hence the need for quality training. CRM is a crucial buzzword in the corporate world but its outcomes depend on the professionalism of the CRM unit which is acquired at FBS professional CRM trainings.

Course Outline

This course is designed to cover these and other knowledge areas

  • Introduction to CRM
  • Who Are Your Customers
  • Elements of Quality Customer Service
  • Effective Communication in CRM
  • Service Recovery Strategy
  • Handling Customer Compliant
  • Customer Categories
  • Telephone Ethics for Customer Service
  • Customer Retention Strategies
  • The ten commandments of customer service, and many more.

Learning Outcome

By successfully completing this course, participants will be able to:

  • Explain the value of CRM
  • Identify your customers and their unique needs
  • Communicate in an assertive manner
  • Solve customers’ complex challenges
  • Turn an unhappy customer to a biggest fan
  • Handle every customer’s unique need(s)
  • Articulate their CRM goals
  • Identify key milestones in the relationship management process
  • Develop their checklist for success
  • Increase sales revenue
  • Apply customer retention strategies, and many more.

Who to Attend

  • Individuals who are transitioning into this field
  • Entry level CR managers
  • Early to mid-career CR managers
  • HR managers seeking enhanced knowledge and skills
  • Associated corporate providers of CRM products and services