Objective
The course will provide participants with the skills of customer relationship management (CRM), understand and explain processes, roles and functions related to CRM, use different approaches and application of standards, industry best practice frameworks and guidelines relevant to CRM, develop and improve the internal, customer and business focus of CRM, define the value of IT to the business, the business value chain and the value network and develop participants’ communication style to influence and motivate their customers.
Modules
Some of the modules we will cover include:
- Establishing a Relationship
- Negotiation Skills
- Reaching Agreement
- Providing Constructive
- Strategic Planning
- Resolving Conflicts
- What Makes An Effective Customer Relationship Manager
- Communication & Influencing Skills
- Building Self-Esteem & Confidence
- Shared Vision
- Trust
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