Customer Relationship Management – CRM

About Course

Course Overview
This course explains Customer Relationship Management as a structured process for understanding customers, improving service interactions, and building long-term retention.
Participants learn how customer value, customer needs, complaint handling, acquisition, retention, portfolio segmentation, and service KPIs fit into a practical CRM system.

Who Should Attend
– Customer service managers
– Customer service executives
– Personnel who interface with customers

Training Method
– Lecture
– Exercises
– Group discussion
– Process flow workshop

Course Modules
– Customer Fundamentals and Internal vs External Customers
– Customer Needs, Value and Difficult Situations
– CRM Concepts and Process Flow
– CRM System Components and Customer Portfolio
– CRM KPIs and Satisfaction Appraisal