Customer Relationship Management Training(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 course plans to impart a sound introduction to CRM, a comprehensive understanding of the processes involved, strong understanding of software components in different CRM systems, and practical applications of CRM in different sectors. As the course is targeted to students of rural management, it includes practical examples with strong lineage to rural planning and development.
At the end of the program, participants should be able to do the following:
Conduct effective customer profile analysis
Craft and implement customer relationship strategies
Execute customer profitability analysis and manage customer experience
Use analytics for building company-centered advocacy in the market
Implement sustainable customer loyalty programmes
Coordinate service delivery system in field service, help desk and technical support
Manage call center operations and personnel
Develop fitting customer-centricity delivery systems
Identify and implement feasible best practices in customer-centricity
Develop performance-orientated value model
Conduct proper evaluation of technological solutions in CRM and customer-centricity.
+234 01 293 3181, +234 803 359 6025
Plot 21 Peace Avenue, Oshorun Heritage Estate, off Channels TV Avenue, OPIC Isheri North, Ikeja, Lagos