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Contact Management Courses


Chart Learning Solutions

Summary

Price
£28 inc VAT
Study method
Online, self-paced
Duration
2 hours
Qualification
No formal qualification

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Overview

If you are like most sales and service providers, you want to bring in referrals and repeat business so that don’t have to chase leads trying to convince buyers to do business with you. Your customer database is more than a prospect or customer list. We will show you why it is one easy-to-use computer-based program that stores all meaningful information about every prospect and customer who can help you build your business. Discover the five must have features and how CRM systems assist to build your bottom line. We will show you how to master the customer buying path that involves many questions, decisions, and experiences.

We have five Contact Management courses available in this series that focus on:

  1. Customer relationship management
  2. Sales force automation
  3. CRM implementation
  4. Customer experience management
  5. Managing customer expectations

Each course averages 15 minutes to complete with a post assessment included for each course. The Application Activity forms will allow the participant to apply the learnings in their own scenario and environment.

Course media

Resources

  • Becoming Comfortable with Being Uncomfortable - download

Description

We have five Contact Management courses available in this series that focus on:

1. Customer relationship management

CRM is a software or internet-based approach to managing customer contacts and relevant data. Five must-have CRM features include sales management tools, marketing automation, customer support, data tracking and integration and analytics. Discover how to ensure that your CRM will not fail with employees. Understand and the correct CRM required for your requirements.

2. Sales force automation

Sales force automation is an information system used to integrate and manage all sales, service, and marketing functions. Understand the key functions and benefits to sales and service providers. We will show you how to overcome complaints of time consumption and the benefits to managers and marketing.

3. CRM implementation

Keep track of customer details in your CRM. It's a perfect memory. We will help you to identify tips for getting started and how to follow 8 steps to a successful Customer Relationship Management implementation.

4. Customer experience management

Customer Experience Management is the process of strategically managing a customer's entire “touch point” of experiences within an organization. Discover the dangers of ignoring Customer Experience Management and five areas of analysis to enhance your sales and customer service.

5. Managing customer expectations

Customer satisfaction equals your performance, divided by customer expectations. Expectations change depending on the situation and customer conditioning. Discover how to manage product expectations and manage the four levels of customer expectations. Exceed customer expectations with the 6 F’s.

Learning Outcomes:

On completion of this course/article candidates will be able to:

  • How to implement 5 must-have features in a CRM system, summarize the benefits to sales, service, marketing, and management using CRM, follow 8 steps to a successful Customer Relationship Management implementation, describe how to manage expectations through communication standards.

Who is this course for?

Managers, Team Leaders and Young Professionals

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FAQs

What does study method mean?

Study method describes the format in which the course will be delivered. At reed.co.uk courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on reed.co.uk, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as ABC Awards and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.

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