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Management Course

Customer Relation Management

This training courseware provides everything you need to professionally deliver Customer Relationship Management training including a detailed facilitator manual, a customizable participant manual, hands-on course exercises, course outline, course advertorial, training icebreakers, training games, expert guides, course tests, course evaluation, action plan for participants and classroom-ready PowerPoint slides.

Learning Objectives
On completion of this training your participants will:
Understand what is Customer Relationship Management?

  • Focus on Relationships
  • How Does CRM Impact The Organization?
  • Why Does The Organization Need CRM?
  • CRM As A Product
  • CRM As A Process
Identify Your Customers
  • Identifying Your Customer
  • Internal Customers
  • External Customers
  • Why Do We Need Customers?
  • Customer Expectations
  • Integrating The Customer
  • Generating A Customer Focused Solution
Managing Your Customer
  • Why Manage Customers?
  • Pareto Principle
  • Customer Value
  • Hierarchy of Service
  • Information Versus Knowledge
  • Customer and Culture
Measuring CRM
  • Characteristics of Excellent CRM
  • Measuring Customer Service
  • Problems in CRM
  • Process Analysis in CRM
Standards and Continuous Improvement in CRM
  • Standards
  • The QCT Link in CRM
  • Continuous Improvement in CRM
CRM as a Business Process

CRM, Communication and People
  • Communication as a CRM Activity
  • People and CRM

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