Workshop 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. 

Key Benefits 

  • Understand customers better and improve sales for your organization
  • Gain essential skills to face customers confidently
  • Manage relationships for retaining customers and increasing revenue
  • Learn to enjoy working with Customers
  • High practical value that transforms the personality for a successful career

 Program Agenda

  • Understanding Customer: Customer Definition, Importance and Value of Customer, Customer Expectations
  • Customer Behaviour: Satisfied Vs Dissatisfied Customers, Customer Bahaviour Models, Why Customers Leave
  • Customer 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.