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Customer Relationship Management (CRM)

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    Course Description

    Loyal and satisfied Customers are one of the most important assets that a business needs, however many businesses have a customer- centric organizational culture as one of their primary goals hence Satisfied customers become repeat customers and regularly increase their spend; customers are also the best source of word-of-mouth referrals. There is no better salesperson than a loyal customer.

    The purpose of this Customer Relationship Management Course (CRM)  is to provide in-depth knowledge and understanding of the key concepts, tools, and applications of customer relationship management in an attempt to assist business owners and employees to improve and build a customer focused commercial enterprise.

    To succeed in carrying outcomes of this course it is essential that the following topics are introduced, discussed and explored: relationship management, customer relationships management, customer loyalty, successful CRM and planning, achieving and managing CRM in a business.

    Module/Course list

    -What is customer relationship management? (introduction)

    -Customer Loyalty

    -Customer Relationship Management in My business

    -Value Creation

    -CRM processes

    Course Outcome

    Having completed this course you will be able to:

    – Explain variations in demand relative to capacity.

    – Explain different types of waiting lines and how they operate.

    – Describe consumer behavior and managing services.

    – Describe managing customer perceptions of risk.

    – Describe Self-Service Technologies (SSTs) and their use.

    – Describe the relationship between the service delivery process and the service system.