Course Overview
The Short course in Customer Relationship Management (CRM) is an online professional development course that will teach you how to identify who your customers really are, the key components of CRM and how to integrate it within your organisation.
This course will guide you through the process of designing and implementing a CRM program, where you will develop an understanding of how CRM creates value for both organisations and customers. The Short course in Customer Relationship Management (CRM) will also help you to discover the benefits of developing a support network of connections and how to build and manage strong relationships throughout the customer lifecycle.
Topics
- What is CRM?
- Checklist for success
- Evaluation metrics
- Requirement driven product selection
- Tools and techniques
- Customer retention strategies
- Designing and implementing a CRM program
- Evaluating CRM
- Customer lifecycles
- CRM roadblocks
- Customer focus
- Building customer connections
- How to win friends and influence people
- Communication skills for relationship selling
- Non-verbal messages
- Business networking
- Business etiquette
- Personal development
Assessment
Assignment-based
Course Duration
Course duration: Approximately 25 hours. As a guide, short course courses can be completed within 5-10 weeks of part-time study.
Distance Learning access: 2 month’s-learning access, with free extensions available.
