CALENDER ACTIVITIES 2007-2008

CERTIFICATION PROGRAMS

INTERNATIONAL CERTIFICATION

CALENDER YEAR 2008

CBBM G5 - CUSTOMER RELATIONSHIPS MANAGEMENT (CRM) 

OBJECTIVES

	To introduce participants to the concept of Customer Relationship Management
	To provide them with the competencies neccessary to successfully develop a branch culture of exceeding sales expectations through service and quality orientation.

TRAINING OUTCOMES

By the end of the program, the participant should be able to:
	Identify the purposes of CRM
	Recognize different customers' characteristics
	Describe what is meant by a Product Brand and by Merchandizing
	Distinguish between different types of Segmentation
	Compare the reactions of highly satisfied to dissatisfied customers
	Identify the main objective of building relationships with customers
	Recognize some of the tools used to measure standards
	Name the reason why continuous
	Improvement is necessary

CONTENTS

	Principles of Customer Relationship Management
	Know your customers' characteristics
	Customer care
	Relationship building
	Measuring Quality of Service
	Continuous improvement in the Quality of Service
	Segmentation Branding Merchandizing
	Service Standards Establishing Monitoring

LANGUAGE
The workshop will be conducted in English.

DURATION
30 training hours