Course curriculum

  • 1

    What is Customer Relationship Management?

    • Why Focus on Relationships?

    • CRM as a Product and a Process
  • 2

    Looking at Customers

    • Introduction

    • Customer Expectations

    • Hierarchy of Service
  • 3

    Measuring CRM

    • Introduction

    • Problems in CRM

    • Standards

    • CRM as A Business Process
  • 4

    Developing the Relationship

    • Introduction

    • Body Language

    • Negotiating with Customers

    • Identify, Develop and Employ Interpersonal Skills
  • 5

    Clarity in Meeting Preparation

    • Introduction

    • How to Lead an Effective Meeting

    • Guidelines for Leading Short Meetings

    • Panic Free Presentations

    • Take a Quick Recap Test