Customer Relationship Management

Course Overview

There is a practised craft to Customer Relationship Management, and it can be learned faster with guidance than by trial and error. This intensive 5-day course combines proven frameworks with hands-on exercises, giving delegates practical tools they can apply immediately. Every delegate returns to work with practical techniques, templates and a clear implementation plan.

What You Will Achieve

• Explain the core principles and current good practice in Customer Relationship Management
• Apply practical tools and techniques for Customer Relationship Management in your own organisation
• Analyse real-world scenarios and select the right approach with confidence
• Avoid the common pitfalls that undermine Customer Relationship Management in practice
• Build a personal action plan to implement what you have learned

Who Should Attend

Directors, senior managers, heads of department, team leaders and high-potential professionals preparing for greater leadership responsibility.

Course Outline

1. 01Foundations of Customer Relationship Management: principles, terminology and context
2. 02The business case: why Customer Relationship Management matters to performance
3. 03Core tools, frameworks and methods
4. 04Applying the tools: guided case study and exercises
5. 05Common pitfalls and how experienced practitioners avoid them
6. 06Working with stakeholders: communication and influence
7. 07Measuring results and continuous improvement
8. 08Personal action planning and course review