The challenge facing organisations today is that customer are expecting more individual attention, responsiveness, customization and access, yet are not willing to pay a premium for these services. High customer expectations and lower exit barriers threaten to increase customer attrition. There is therefore need for a sound CRM approach that identifies the most profitable customers and prospects, and devotes time and attention to expanding account relationships with those customers through individualized marketing, re-pricing, discretionary decision making, and customized service.
An effective customer relationship management integrates internal processes and functions, and external networks, to create and deliver value to the targeted customers at a profit. A culture that embraces excellent customer service and relationship management requires appropriate training for the Managers responsible.
Delegates will learn how to;