Customer Relationship Management

Program Overview:

It’s widely known that acquiring a new customer costs significantly more than retaining an existing one. Effective customer relationship management (CRM) is not just the responsibility of the sales or customer service departments—it’s a shared commitment across all functions of the organization.

Delivering outstanding customer experiences requires more than just intent. It demands a deep understanding of customer needs, clear communication, and the right skillset. By knowing the key stakeholders and what they value, organizations can build meaningful, long-lasting relationships that drive loyalty and growth.

This program is designed to help teams develop a service-oriented mindset, enhance their customer engagement capabilities, and strengthen every touchpoint in the customer journey.

Key Learning Outcomes:

After completing this program, participants will be able to:

• Understand the importance of a service-oriented mindset across the organization.
• Learn the fundamentals of customer service and its impact on long-term business success.
• Explain the Customer Relationship Cycle and how to manage it effectively.
• Identify the five key characteristics of exceptional customer service.
• Apply effective communication strategies to build trust and clarity.
• Develop professional email writing skills for customer correspondence.
• Enhance telephone etiquette and effectiveness during customer interactions.
• Build strong rapport with customers using emotional intelligence.
• Create memorable “wow” experiences that exceed customer expectations.
• Recognize the importance of regularly evaluating and improving customer experience.