Course Outline and Topics
Course Overview
An important strategy for managing a company’s relationships and interactions with customers and potential customers, customer relationship management helps enhance customer confidence and company profitability.
The Certificate of Customer Relationship Management is an online professional development program that will provide you with the knowledge required to establish, develop and maintain relationships with customers through effective communication and client relationship strategies.
In this online customer relationship management course, you will learn to communicate to establish customer needs and maintain a customer database. You will discover relationship building strategies and communicate establish customer needs, maintain a customer database and build and enhance business networks to achieve organisational objectives.
On completion of this course you will feel confident to establish, develop and maintain relationships with customers for a company or organisation.
Course Structure
Unit 1 - Build client relationships and business networks
- Initiate communicate with clients
- Identify client communication styles
- Establish rapport with client
- Non-verbal communication
- Verbal communication
- Investigate opportunities
- Positive and negative feedback
- Two-way communication
- Barriers to effective communication
- Communication processes
- Business writing
- Client relationship strategies
- Client loyalty objectives
- New clients versus repeat business
- Strategic view
- Define the objectives
- Client profile information
- Profiling
- Loyalty strategies
- Accurate product descriptions
- Complaint resolutions
- Stock and deliveries
- Telephone answering times
- Indicators
- Maintain customer relationships
- Ongoing client feedback
- Assessments and questionnaires
- Interviews
- Focus groups
- Feedback forms
- Problems with feedback
- Effective data
- Using feedback data
- Build and maintain networks
- Maintain business contacts
- Business associations
- Professional development activities
- Establish network support
- Channels to exchange information
- Written correspondence
Unit 2 - Develop and nurture relationships
- Develop professional relationships
- Conduct dealings with clients
- Social, business and ethical standards
- Confidentiality and disclosure
- Adjusting styles and methods
- Self-knowledge and the Johari window
- Build business networks
- Protocols
- Using business networks
- Expand and enhance the organisation
- Nurturing relationships
- Build on referral business
- Identify referral needs
- Complementary sales techniques
- Cross-selling and up-selling
- SPACED benefits
- Referring information and ideas
Assessment
Written assignments and exercises, including short-answer questions, reports/essays and projects. There are no examinations or due dates for assessment.
