“There is only one boss; the customer and he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” Sam Walton
The customers can therefore no longer be taken for granted as we are operating in the buyers’ market. The competition is continuously knocking at the doors of your customers to take them away from you if you do nothing to retain them. The customers of today are more demanding and they clearly know their rights. They want their rights to be continuously met. They require continuous quality customer care service which can only be achieved through adapting a customer relationship management (CRM) program. Customer CRM refers to practices, strategies and technologies that an organisation has put in place to manage customer relationships with the aim of attracting and retaining customers. CRM is a program which enables the organization to profitably link up with its customers to achieve the following purposes;
- To understand the customer needs
- To attract new customer
- To retain customers
- To use customers to win attract other customers
- To increase both the top and bottom line of the organization
We have developed a CRM capacity building program which includes following components;
- The customers of today
- Customer Value addition
- Effective Customer service
- Unique sales proposition
- How do you achieve Customer satisfaction
- The role of board, management and staff in CRM
- The importance of Marketing plan
- Customer information database
- Sales pipeline management
- Available effective marketing channels
- CRM implementation process and its challenges
We have an experienced team of facilitators with a lot of practical experience in CRM to share with you. We are sure you will benefit from their experience of how to enhance the market share through implementing a CRM program. It is important to member that” a business absolutely devoted to customer service excellence will have only one worry about profits. They will be embarrassingly large”. (Sir Henry Ford).
For further information on the above and other programs, please feel free to contact us
