Management of Customer Relationship Management

Management of Customer Relationship Management



















Objective

























Importance of Customer Relationship

























Customer Life Cycle

























Psychology of Customer Needs

























How to Select Potential Customer to Speed Up the Business

























How to Enhance the Customer Loyalty Effectively

























Enhance the Customer Experience for the Customer Satisfaction

























How to Win Back the Lost Customer



















Outlines



















Module 1: Analysis of Customer Needs

























Organization needs

























Personal needs

























Decision process of needs satisfaction



















Module 2: Development of Customer Relationship

























Market analysis and identify potential customer

























Selection of Prospect

























How to develop the new customer



















Module 3: Customer Loyalty Management

























Traditional concept

























Challenge of traditional concept

























New concepts and opportunities of customer service

























Four principles of new concept

























Activity: 10 customer problems



















Module 4: Resolve the Root Problem

























Challenge of customer service

























Customer want and hidden needs

























Analysis of customer hidden needs

























Activity: How to avoid the potential problems



















Module 5: Enhance the Customer Experience

























Opportunity and payback of customer experience

























Avoid to say “No”

























To show our sincerity

























Treat customer differently on their social style

























Activity: Analysis own social style and role play



















Module 6: Win-back Lost Customer

























Why lost?

























The reasons

























How to win-back



















Training period: 1 day