Customer Relationship Management

Course code: 7STI-602

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Course Description

Customer Relationship Management (CRM) is a strategic tool crucial for organizational core competency, sustainable competitive advantage, and high customer retention rates. While a relatively new concept in Ethiopia, successful companies globally leverage CRM to achieve profitability and cost-effectiveness. CRM focuses on creating, developing, and enhancing individualized customer relationships, maximizing their total customer lifetime value.

Program Benefits

  • Understand the concept, benefits, and importance of CRM for organizational profitability.
  • Demonstrate the importance of making customers partners through effective customer impression, handling, service, and experience.
  • Identify ways to increase profitability, develop core competency, and gain sustainable competitive advantage through CRM.
  • Develop systematic approaches to categorizing and rewarding customers.
  • Formulate CRM strategies for enhanced customer satisfaction, sales, and profitability.
  • Utilize marketing mixes to enhance CRM.

Topics Covered

  • Understanding CRM and its alignment with the company's mission, vision, and core values.
  • CRM and Cost Effectiveness.
  • CRM and Profitability.
  • Customer Service, Handling, and Experience.
  • Systematic Handling of Customer Complaints.
  • Pareto Principle - Focusing on the 20% of Customers.
  • Attitude and its Impact on CRM.
  • Communication Strategies for Effective CRM.
  • CRM Tools, Standards, and Activities.

Who Should Enroll?

This program is ideal for individuals seeking refreshment training in customer service and ethical behavior. It is particularly beneficial for personnel aspiring to become Managers, Branch Managers, Assistant Branch Managers, and Relationship Managers undergoing a series of training sessions.

Training Methodology

The training sessions will involve brief conceptual presentations, participatory lectures using PowerPoint presentations, group discussions, exercises in groups, and case studies.

Duration: Two days (16 hours)

Delivery Date: [Insert Date]

Course Instructor: [Instructor Name] [LinkedIn Profile link] [Email]

Venue: [Insert Venue Details]

Note: The delivery date and venue details will be provided closer to the course commencement.

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