CRM (Customer Relationship Management) is one of the most important tools for supporting and growing an organization. To maintain continuity in the market, an organization's real wealth is its customers. A successful business depends on communicating with clients effectively, understanding them better, and meeting their expectations. Through this training program, students will learn to understand the concepts, importance, and stages of customer relationship management and to achieve sustainable results, as well as understand the types of customers and to apply an efficient and effective customer relationship management system.
At the end of the training program, the participant should be able to:
1 What is Relationship Marketing?
2 What is the difference between customer ا service, customer care and customer experience
3 The concept of CRM
4 Importance of CRM
5 Customer interaction cycle
6 Lifetime customer value
7 Understand the needs and expectations of customers
8 How to Exceed Customer Expectations
9 How do we achieve customer loyalty?
1 Components of CRM
2 CRM stages
3 CRM Competitive Advantage
4 Benefits of CRM
5 CRM message
6 Elements of Customer Service Quality on the RATER Model
7 Six levels of customer service "Kaufman Ladder
8 Creating value for customer loyalty
1 Customer rating
2 How to measure customer satisfaction?
3 Net Promoter Scale (NPS)
4 What is the customer experience?
5 How we build a customer experience through CRM
6 Practices for Customer-Centered Organizations
7 Types of CRM
8 CRM applications
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Names of the training programs that are integrated (enriched) with the training program:
Names of the training programs that after the training program:
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