Why needed

More than ever before businesses are subjected to stronger, more rapidly changing forces: aggressive competition, globalisation, deregulation, and the convergence of industries. Add e-business, the Internet and the Web and we see new entrants invading existing markets. There are tremendous opportunities being created and exciting new marketing channels for traditional industries such as banking, insurance, telecom, distribution and retailing. But ignore the trends and you may soon be out of business. In the face of increasing competition, mature markets and ever-demanding customers, treating existing customers well is the best source of profitable and sustainable growth.

The CEO of your company or department is your customer. The customer decides whether you will be in Business tomorrow. What is your most critical and valuable resource, without which you don’t have a business? Your customer. Without the proper management of your customer you will not be in business tomorrow. This programme will show you how to design and provide a world class experience for your customer that will differentiate you from the competition. It will help you understand the vital significance of CRM for the success of your business. It will cover all the issues including planning the CRM process, restructuring your organisation and your management processes, selecting the systems and technologies to support CRM, understanding the Skills needed by your staff and understanding the underlying values the company has to adopt for you to succeed CRM.


What the programme will cover

• The need for better understanding and getting closer to your Customers
• How to differentiate yourselves from your competitors
• How to add value to what you provide to your clients
• A process for introducing a Customer Relationship Management Programme
• Measuring Customer Satisfaction
• Handling Difficult Customers and Service Recovery
• Creating a World-Class Service Culture
• Strategically Differentiating yourself

What is accomplished:

As a result of attending this programme individuals will be better able to:

• Understand and define CRM#
• Understand what new market demand
• Ánalyse your organisation’s opportunities
• Understand why CRM is now critically needed
• Calculate the value of existing and new clients
• Calculate retention and profitability goals
• Introduce an implementation process for CRM
• Identify all the characteristics of a World-Class Customer Database
• Understand the need to motivate and inspire staff to create much better service