CCP304 Leveraging Customer Relationships
Course Description
This course focuses on leveraging customer relationships in a call center environment. Students examine customer relationship management strategies, tools, tactics, technologies, and applications
Topics and Objectives
Introduction to Call Center Customer Relationship Management (CRM) Strategies
- Identify the various visions of company CRM strategy and how they apply to call centers.
- Examine the elements of CRM as it applies to a call center.
- Examine the call center's relationships with its internal and external customers.
Customer Expectations
- Determine client objectives and the organizational structure necessary to meet them.
- Determine ways to meet and exceed the expectations of call center customers.
- Examine the role of a call center manager in business development.
Customer Information Management
- Identify the data elements that support a CRM strategy.
- Examine various methods to gather, organize, and analyze customer data.
CRM Tools, Technologies, and Applications
- Evaluate various call center CRM tools and technologies.
- Examine applications of CRM tools and technologies.
Tactics to Leverage Customer Relationships
- Evaluate call center strategies and tactics to leverage customer relationships.
- Explain how CRM goals differ among customers, internal call centers, business units, and third party call centers.
- Assess the effectiveness of CRM marketing programs.
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