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Customer Relationship Management (Partner Course)
What is CRM? It has become synonmous with complex software programs that no one uses and failed IT projects. Studies show that 60% to 80% of these expensive IT initiatives fail to deliver any positive benefit to the organization! At the same time, the foundational aspects of Customer Relationship Management get little attention. If you want to acquire and build long lasting relationships with clients, then you need to develop the right culture among your team. What impression do people get when they deal with your firm? Do they come away telling good stories or bad ones? This program helps you develop the customer relationship culture that is right for your organization. 10 Step Corporation is proud to offer this exciting program in partnership with Skyward Consulting Group. For more information call 1-888-894-6400 or send an email to partner.courses@10step.com.
Topics Covered
What is CRM?
Customer service cultures – which one is right for you?
Setting and managing customer service expectations
Moments of truth – what customers experience
Making it easy for clients to interact with you
Measuring satisfaction and creating improvement
What irritates customers the most
What your billing processes say about you
Why your sales people don’t use your CRM system and what to do about it
Continuously gathering customer and competitive data
Cross selling and up selling
Your response when a client has problems or special needs
Maintaining the regular touch
Where you may be wasting money and how to stop it
Checklist for a great customer experience
PDF Brochure: Customer_Relationshop_Management.pdf
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