Customer Relationship Management (CRM)

Customers in today’s world are more discerning, more demanding and better informed. Buyer behaviour has also changed and along with it, customer service expectations. What has not changed is the need for customers to return to us. Maintaining outstanding customer relationships that make the customer feel important and valued is essential to the organization’s long-term success. Providing outstanding customer service often makes the difference between gaining and keeping a customer or losing one.

Course Overview

The Customer Relationship Management (CRM) training course offers the tools and techniques to ensure you build and maintain beneficial relationships with customers, to make them become loyal supporters of your organization. It also analyses the key components of CRM and explains how it is integrated within an organization.

What you’ll learn
  • Develop an understanding of the terms and benefits of CRM
  • Analyze the different components of a CRM plan
  • Identify how CRM creates value for organizations and customers
  • Adopt techniques that routinely deliver positive customer service
  • Maximize the value of your customer interactions
  • Deal effectively with difficult customers and turn complaints into opportunities
  • Contribute to a customer-centric culture and achieve greater personal growth and customer satisfaction
  • Demonstrate a positive, confident and professional approach to internal and external customers
  • Identity development roles that have the greatest impact on CRM
Requirements

Candidates must;

  • The Customer Relationship Management (CRM) training course is beneficial to anyone from any organization who needs to build effective relationships with external and internal customers. This includes the help desk, technical support, frontline or support staff.
  • This course will also be of interest to managers and team leaders wishing to coach and develop staff performance toward a customer-focused culture.
  • Have access to either a computer or smartphone with internet connectivity.
  • Be equipped with quality webcam and headphones.
Duration & Fees
  • Regular -8 Weeks – ₦150,000
  • Fast-Track – 6 Weeks – ₦225,000
Program Dates
  • December, 2023 – February, 2024
  • March – May, 2024
  • June – August, 2024
  • September – November, 2024

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