About the Course
This course has been designed to help you keep pace with the fast-changing society and its impact on the business world. Humans are evolving at an unprecedented rate driven by the sheer amount and access of information. This applies to our customers, our employees, management and ourselves.
More specifically, this course is designed to provide a comprehensive understanding of customer relationship management (CRM) and its importance in today’s business environment. Participants will learn how to build and maintain strong customer relationships, leveraging CRM tools to drive customer satisfaction and loyalty.
Approach
This program applies a blend of presentations, case studies, and group discussions to impart knowledge that is relevant and relatable, enabling you to reflect on your approach up to now, and give you tools you can begin to apply even in the classroom.
Course Outline
Topics for the course include:
● Making appropriate strategic tradeoffs in service design
● Enabling and maintaining service excellence as you expand core services
● Ensuring that organizational capabilities are aligned with customer needs
● Addressing differences in customer segments and variations in customer compatibility
● Applying principles of human-centered service design to diagnose latent or unmet customer needs
● Creating more satisfying customer experiences and managing the customer experience over time
● Leveraging technology and service analytics for more effective service and ongoing improvement
● Identifying opportunities to improve service design or create new service offerings, communicating the vision, and leading change.Who Should Attend?
The program is most relevant for individuals who have the authority to initiate change or put together the strategy and/or recommendation to drive change within an organization. These are organizations irrespective of size wanting to improve service, including service companies, product companies with service-based strategies, or companies shifting from a product focus to a service focus.
Learning Outcome
At the end of the session, participants will:
● Design effective service strategies and offerings.
● Develop operations and service features that support a highly refined service model.
● Craft a customer experience strategy and maximize customer engagement.
● Organizations through its trained customer service agents will gain a deeper understanding of how to serve the customer base.
● Organizations will be able to identify and respond nimbly to market shifts and emerging competition.
● Organizations will ensure consistent, high-quality service delivery and address gaps in service execution, thus improving the culture of service execution in the organization.
● Trained staff mean better engagement on organization’s strategic service mission.
● Leverage technology to create and enhance service offerings and improve delivery.