Customer Relationship Management (CRM) and Customer Satisfaction (CS)
Customer Relationship Management (CRM) is a “new” approach to the market which places the customer, rather than the product/service, at the centre of any company's business.
The aim of the course is to provide techniques and tools for managing relationships with consolidated and new/potential customers, with a particular focus on future scenarios and possible market prospects, bearing in mind that in a market-oriented business, the market now consists not just of customers but also of the surrounding environment, competitors and the community. In-depth discussion with Executives is therefore important to understand what company philosophy should be implemented and which corporate policies used in order to become more attractive to existing and potential customers.
Customer Satisfaction (CS) is a lode-star for any company which aims to be dynamic and engaging. The satisfaction of the customer who uses a product or service is becoming more and more crucial for any organisation, and must be acquired, consolidated and monitored. The aim of the course is to supply suitable techniques and tools to improve the company’s service in quality terms, to enhance the skills involved and optimise productivity. The course sets out to foster the ability to organise and manage the company's services with a focus on customer care and customer satisfaction, in today’s increasingly complex, competitive contexts.
Everyone within the company involved in customer satisfaction: people who work in marketing, in CRM or in call centres, or who interact directly with customers, including sales consultants and Customer Care.