Customer Relation Management & Retention

/Customer Relation Management & Retention

Customer Relation Management & Retention

The 3 main pillars of CRM are sales, marketing and service. No business can runaway from these 3 areas.

In CRM, a customer service rep will place his or her highest level of emphasis on Service. To achieve total CRM, we need to balance sales, marketing and services

Course Outline

  • What is CRM?
  • Developing CRM strategy
  • Developing customer strategy
  • Managing service/sales profile
  • Developing business case
  • Data warehouse
  • Organizational & cultural changes


What participants will gain at the end of the program

  • To understand what CRM exactly is.
  • To understand the difference between short-term CRM campaigns.
  • CRM as an on-going business management approach

Our Approach

  • Highly interactive lectures
  • Interactive Discussion
  • Role plays
  • Course manual
  • Activity Handbook
  • Personal Action Plan
2018-02-28T11:28:28+08:00 February 2nd, 2018|0 Comments