Customer Relationship Management (CRM)

Introduction In order to prosper in the intensely competitive global marketplace, you need to understand the concept of customer satisfaction …

4.8 4.8 Rating ( 6 Reviews )

72 Students

Bestseller

Great Service

Highly Rated

Trending

i Last Updated: 15th December 2022

◎ English

Flexible Schedule

Unlock 3,000+ Courses & Unlimited Free Digital Certificates for £99 Only! Grab Now

Introduction

In order to prosper in the intensely competitive global marketplace, you need to understand the concept of customer satisfaction since it plays a crucial role within your business.

Description

This [course_title] course is ideal for all individuals accountable for dealing with customers in their day to day jobs. With this course, you’ll explore the reasons and necessity behind performing customer satisfaction surveys and discover various tools and techniques to measure customer loyalty, identify unhappy customers, decrease churn and increase revenue.

Additionally, this course demonstrates how to improve customer retention, turn customers into advocates, boost customer lifetime value, and attract new customers in competitive business environments.

Course design

The course is delivered through our online learning platform, accessible through any internet-connected device. There are no formal deadlines or teaching schedules, meaning you are free to study the course at your own pace.

You are taught through a combination of

Video lessons
Online study materials
Mock exams
Multiple-choice assessment

How is the course assessed?

To successfully complete the course you must pass an automated, multiple-choice assessment. The assessment is delivered through our online learning platform. You will receive the results of your assessment immediately upon completion.

Will I receive a certificate of completion?

Upon successful completion you will qualify for the UK and internationally-recognised certificate and you can choose to make your achievement formal by obtaining your PDF Certificate at a cost of £9 and Hardcopy Certificate for £15.

Why study this course

Whether you’re an existing practitioner or aspiring professional, this course will enhance your expertise and boost your CV with key skills and an accredited qualification attesting to your knowledge.

The [course_title] is open to all, with no formal entry requirements. All you need is a passion for learning, a good understanding of the English language, numeracy and IT, and to be over the age of 16.

Course Curriculum

Customer Relationship Management (CRM) - Updated Version
	Introduction to Customer Relationship Management (CRM)	00:22:00
	CRM Fundamentals	00:24:00
	CRM Strategies	00:33:00
	Data Analysis in CRM	00:28:00
	CRM Databases	00:21:00
	Deepening Customer Relationship	00:23:00
	Handling Customer Complaints	00:22:00
	Future of CRM	00:25:00
Assignment
	Assignment – Customer Relationship Management (CRM)	00:00:00
Customer Relationship Management (CRM) - Old Version
*Customer Service Training*
Understanding Customer Service
	Understanding Customer Service	00:17:00
	Identifying Customer Expectations	00:06:00
	Providing Excellent Customer Service	00:07:00
Focusing on the Customer
	Focusing on the Customer	00:08:00
Customer Service and the Telephone
	Customer Service and the Telephone	00:08:00
Handling Complaints
	Handling Complaints	00:12:00
Enduring Stress
	Enduring Stress	00:13:00
Business Communication
	Identifying Basic Communication Techniques	00:09:00
	Formal and Informal Communication	00:02:00
Verbal and Non-verbal Communication
	Describing Verbal and Non-verbal Communication	00:04:00
	Understanding Body Language	00:05:00
	Making Effective Presentations	00:10:00
	Fundamentals of Productive Meetings	00:08:00
Written Communication
	Written Communication	00:13:00
Electronic Communication
	Electronic Communication	00:19:00
Communicating with Graphics
	Creating Graphics for Business Communication	00:04:00
	Communicating Static Information	00:03:00
	Communicating Dynamic Information	00:03:00
Effectively Working for Your Boss
	Representing Your Boss	00:06:00
	Communicating Your Boss’s Decisions	00:03:00
	Supporting Your Boss and Colleagues	00:04:00
	Building a Partnership with Your Boss	00:13:00
Identifying Goals
	Identifying Goals	00:10:00
Effective Energy Distribution
	Energy Distribution	00:09:00
	Time Logs	00:11:00
Working with Your Personal Style
	Personal World View	00:10:00
	Strengths	00:09:00
Building Your Toolbox
	A Building Your Toolbox	00:10:00
Establishing Your Action Plan
	Establishing Your Action Plan	00:11:00
Getting Started with Word
	Navigate in Microsoft Word	00:12:00
	Create and Save Word Documents	00:24:00
	Manage Your Workspace	00:06:00
	Edit Documents	00:16:00
	Preview and Print Documents	00:04:00
	Customize the Word Environment	00:08:00
Formatting Text and Paragraphs
	Apply Character Formatting	00:17:00
	Control Paragraph Layout	00:19:00
	Align Text Using Tabs	00:07:00
	Display Text in Bulleted or Numbered Lists	00:03:00
	Apply Borders and Shading	00:04:00
Working More Efficiently
	Make Repetitive Edits	00:06:00
	Apply Repetitive Formatting	00:10:00
	Use Styles to Streamline Repetitive Formatting Tasks	00:14:00
Managing Lists
	Sort a List	00:05:00
	Format a List	00:06:00
Adding Tables
	Insert a Table	00:07:00
	Modify a Table	00:06:00
	Format a Table	00:03:00
	Convert Text to a Table	00:04:00
Inserting Graphic Objects
	Insert Symbols and Special Characters	00:04:00
	Add Images to a Document	00:11:00
Controlling Page Appearance
	Apply a Page Border and Color	00:03:00
	Add Headers and Footers	00:06:00
	Control Page Layout	00:05:00
	Add a Watermark	00:04:00
Preparing to Publish a Document
	Check Spelling Grammar and Readability	00:07:00
	Use Research Tools	00:06:00
	Check Accessibility	00:03:00
	Save a Document to Other Formats	00:04:00
Getting Started with Microsoft Office Excel 2016
	Navigate the Excel User Interface	00:28:00
	Use Excel Commands	00:10:00
	Create and Save a Basic Workbook	00:19:00
	Enter Cell Data	00:12:00
	Use Excel Help	00:05:00
Performing Calculations
	Create Worksheet Formulas	00:15:00
	Insert Functions	00:17:00
	Reuse Formulas and Functions	00:17:00
Modifying a Worksheet
	Insert, Delete, and Adjust Cells, Columns, and Rows	00:10:00
	Search for and Replace Data	00:12:00
	Use Proofing and Research Tools	00:07:00
Formatting a Worksheet
	Apply Text Formats	00:16:00
	Apply Number Format	00:08:00
	Align Cell Contents	00:10:00
	Apply Styles and Themes	00:12:00
	Apply Basic Conditional Formatting	00:11:00
	Create and Use Templates	00:08:00
Printing Workbooks
	Preview and Print a Workbook	00:10:00
	Set Up the Page Layout	00:09:00
	Configure Headers and Footers	00:07:00
Managing Workbooks
	Manage Worksheets	00:05:00
	Manage Workbook and Worksheet Views	00:07:00
	Manage Workbook Properties	00:06:00
*Certificate in Handling a Difficult Customer*
	Getting Started	00:05:00
	The Right Attitude Starts with You	00:25:00
	Stress Management (Internal Stressors)	00:35:00
	Stress Management (External Stressors)	00:25:00
	Transactional Analysis	00:25:00
	Why are Some Customers Difficult	00:25:00
	Dealing with the Customer Over the Phone	00:35:00
	Dealing with the Customer In Person	00:25:00
	Sensitivity in Dealing with Customers	00:30:00
	Scenarios of Dealing with a Difficult Customer	00:15:00
	Following up With a Customer Once You Have Addressed Their Issue	00:12:00
	Wrapping Up	00:07:00
*Retail Customer Service Diploma*
	Introduction To Retail Customer Service	00:15:00
	Understanding Customer Expectations	00:10:00
	Customer Value And Satisfaction	00:15:00
	Customer Service And Customer Satisfaction In Retailing	00:10:00
	Importance of measuring customer satisfaction	00:20:00
	Strategic Management	00:30:00
	Types of Decision making Process	00:15:00
	Provide Customer Service Excellence To The External Customer	00:30:00
	Provide Customer Service Excellence To The Internal Customer	00:10:00
	Standards of Performance	00:30:00
	The Retail Marketing Mix	00:30:00
	Levels Of Customer Satisfaction	00:15:00
	Brand Loyalty	00:15:00
	Customer Satisfaction Questionnaire	00:15:00
Order your Certificate
	Order your Certificate	00:00:00