on Customer Relationship Management
(CRM) On Saturday, 18th August 2012
at Bangalore, Karnataka, India
What is this course about?
Every organization wants to provide a good customer service for getting continuous success, increasing profitability
and increasing market share. This course is designed to discuss in detail about the importance of managing customer and its
impact to business. The course would emphasize on customer service and what it takes for the organization to deliver a
quality product or service that satisfies the needs of a customer.
Participants will learn the importance of setting the customer expectation right and managing them throughout, else
they risk customer dissatisfaction or loose customer. Understanding different Types of customer and their behavior will
help the participants to understand the do’s and don’ts with a particular customer type. Also the program will
cover the current status and trends of CRM market, tools available for better customer service.
Who should attend?
Executives, Senior Managers, Engagement Managers, Delivery Managers, Account Managers, Functional Managers,
Program Managers, Project Managers, Onsite Co-coordinators, Team Leaders, Team Members, PMO Staff, QAs, HR and Support
Function Staff, Marketing, Sales, and Pre-sales Staff.
- Understand customers better and improve
sales for your organization
- Gain essential skills to face customers
- Manage relationships for retaining customers and
- Learn to enjoy working with Customers
- High practical value that transforms the personality for a successful career
Customer: Customer Definition, Importance and Value of Customer, Customer Expectations
- Customer Behaviour: Satisfied Vs Dissatisfied Customers, Customer Bahaviour
Models, Why Customers Leave
Retention: Customer Satisfaction and Best Practices, Customer Retention Strategies, CRM Tools and Latest Trends
- Case Studies and Exercises
For more details on the trainers and registration,
download the brochure on CRM workshop.