Customer Retention is vital for all organizations today, as the costs of customer acquisition rise within a global competitive environment. The Global Certificate in Customer Relations Management provides a comprehensive learning program focused on developing the skills and knowledge in your people in delivering quality service, and also in the practices, systems and technologies which can enable high value customer relations management.
- Level: Middle Managers and Marketing Professionals
- Courses: 5 (see course details below)
- Learning: On Demand 24/7
- CPD Hours: 100 Hours (each course takes approx. 20 hours to complete)
- Duration: 3 Months
- Certification: GMA Professional Credentials
On completing the Professional Certificate in Customer Relations Management, you will have acquired skills and knowledge to lead the customer contact and customer management processes in the organization. You will learn about best practices in call centre sales and how to effectively manage the call centre sales team. You will learn about best practices and processes to attract customers into the organization and how to lead the focus on customer profitability. You will learn about relationship marketing and key account management, and how apply customer relations management technologies and processes to enhance customer satisfaction and ensure loyalty and retention. You will also learn the principles of consumer behaviour and how to analyse your customer base and product / service profiles to achieve optimum market presence. Finally, you will learn how to conduct value and supply chain analysis to identify opportunities to improve service delivery, improve retention and enhance business profitability.