Managing Customers for Competitive Advantage

Introduction

Training course introducion / brief

Customer Relationship Management (CRM) is one of the most important components for sustenance and growth of an organization. With the advancement of software technologies, significant progress has been made in designing and managing CRM systems. These efforts envisage facilitating better customer interactions and greater understanding about customers; thus helps an organization build competitive advantages.

This training course is designed to provide participants with the concepts and strategies essential in managing customers for competitive advantage. This course highlights topics such as ‘Value’ and ‘Quality’, the elements of a customer relationship strategy, evaluating customers’ needs, how to manage customer data and analyse it, and developing a customer service program to ensure customer retention and loyalty.

Course Objectives

At the end of the training course, participants will be able to

• Gain a comprehensive understanding of your company’s value proposition for each core customer segment
• Design a customer research program to discover what the critical factors are
• Understand the science of Persuasion and Influence and how to use it in our own Marketing efforts
• Explore some of the Customer Relationship Management systems and their value in delivering consistency
• Identify the role and importance of social media in a customer-centric world.
• Assess and review customer feedback to fine tune CRM systems