Profiting from Customer Relationship Management

Overview/Description
 What can CRM do for your business? Ideally, it will help you make new customers, keep existing customers, and increase company profitability. How does this happen? Customers will buy more from you; they'll recommend your services or products to others; they'll help you improve your product offerings; they'll use your support networks and services. All of these benefits can be realized through an effective CRM system. This course will provide you with proven methods of reaching these goals with your own CRM system.

Target Audience
 Employees and managers interested in improving customer service

Expected Duration
2.0 hours

Lesson Objectives:

The Customer Tree

  • recognize the benefits of creating a customer tree.
  • identify the branches of the customer tree.
  • identify steps of a successful customer marketing approach within a CRM system.
  • apply methods of gathering customer information with a customer tree in given situations.

    • Using Your Customer Tree

  • recognize the value of using a customer tree within a customer relationship management (CRM) system.
  • assess given situations to determine if appropriate tasks were performed in preparing for a customer tree within a customer relationship management (CRM) system.
  • identify steps for creating a customer tree.
  • apply methods of designing a customer relationship management (CRM) game plan in given situations.

    • Reaching Customer Satisfaction

  • recognize the benefits of improving customer satisfaction with a customer relationship management (CRM) system.
  • identify techniques for identifying customer value.
  • identify methods of measuring customer satisfaction.
  • identify methods of planning a business future with a customer relationship management focus.

    • Course Number: EBUS0114