CRM: Customer Relationship Management

About The Course

In today’s ever more competitive markets, keeping customers is getting more difficult. The evidence shows that customer expectations are getting higher, budgets are tightening, choice is increasing and customer loyalty is becoming harder and harder to win. This course highlights how winning '3D Businesses' do things ‘Dramatically and Demonstrably Differently’ and how you can become more proactive in focusing efforts and resources to create unsurpassable levels of customer retention, loyalty, repeat business, referrals and extra opportunities.

Reed courses certificate of completion

Digital certificate - Included

• Maximising Your Customer Relationships 33:58

  • 1: Promo Trailer 04:19
  • 2: Introduction 02:49
  • 3: Maximise Customer Relationships: What Exactly It Is And What It Isn't 03:11
  • 4: Why Its So Important And How So Many Businesses Get It Wrong 08:17
  • 5: Download: 12 CRM Mistakes Businesses Make 02:00
  • 6: The 7 Key Ingredients Of Maximising Your Customer Relationships 05:22
  • 7: Download: Maximise Your Customer Relationships - A 3D Assessment Tool 08:00

• Thinking Strategically And Get Focused 42:33

  • 8: Introducing The MCR Model 04:05
  • 9: How Do Your Relationships Measure Up? 02:20
  • 10: Download: Your Customer Relationships - How Do They Measure Up 05:00
  • 11: Review And Refocus Your Approach To Customers 13:43
  • 12: Developing Your Plan 01:25
  • 13: Download: 10 D's Of Different Customers eBook 16:00

• Getting To Know Your Customers 18:08

  • 14: Do You Really Know Your Customers 08:53
  • 15: How To Get To Know Them: Some Simple Steps 06:15
  • 16: Download: How Well Do You Know Your Customers 3D Assessment Tool 03:00

• Giving The Best To Your Customers 35:37

  • 17: Establish Ties That Bind 02:06
  • 18: Download: Are You Giving Your Best To Your Customers 3D Assessment Tool 02:00
  • 19: Get Personal 06:55
  • 20: Download: Get Personal With Your Customers 3D iDeas Toolkit 02:00
  • 21: Create Dialogue Not Diatribes 11:35
  • 22: Download: Create Dialogue Not Diatribes 3D Toolkit 03:00
  • 23: Educate Your Customers And Add Value 05:01
  • 24: Download: Educate Your Customers And Add Value 3D iDeas Toolkit 03:00

• Getting The Best From Your Customers 19:45

  • 25: Maximise Opportunities: Your Options 01:15
  • 26: Getting Them To Spend More 05:36
  • 27: Download: Get Customers To Spend More - Making It Work For You 3D Toolkit 05:00
  • 28: Customers As An Extra Resource 05:54
  • 29: Download: Customers As An Extra Resource 3D iDeas Toolkit 02:00

• Keeping It All Going 11:59

  • 30: Maximising Your Customer Relationships: Develop Your Plan Of Action 03:57
  • 31: Your Next Steps 01:02
  • 32: Download: MCR Action Plan 07:00

Practical Ideas To Generate Sales, Loyalty And Repeat Business Fast

What Will I Learn?

'MCR' is definitely not just about CRM systems, but about 'Maximising Customer Relationships'. This means proactively developing relationships that give the best to and get the best from the customers that you want. It’s about proven processes, tools and techniques to engage your customers and maximise opportunities with them.

During the course, you will learn:

• How to proactively develop relationships that give the best to and get the best from the customers that you want.
• How to avoid 12 common CRM mistakes that businesses make.
• The 7 key ingredients of MCR and how yours measure up.
• How to develop a proactive approach to focus your time, resources and efforts on the ‘right’ customers.
• Practical tools and techniques to help you carry out customer attitude surveys, get to know your customers, and identify issues and opportunities.
• Ways to ensure that you are ‘giving the best to’ your customers and an opportunity to see how you are measuring up in your approach.
• Proven processes to ‘get personal’ and establish real ‘conversations’ with your customers to help engage and educate them.
• How to engage and educate your customers, identify their plans, problems and priorities to create more sales.
• Techniques to help you proactively increase the frequency and/or value of customer spending.
• A proactive approach to creating more testimonials, referrals and recommendations from your happy customers.
• How to develop Your Own MCR Plan.

By the end of this course you'll know how to:

• Review and evaluate your approach to Customer Relationship Management and take the appropriate actions to make improvements to CRM in your business.

• Get closer to and build stronger and more profitable relationships with your customers.

• Improve your levels of repeat business, referrals and your profits.

• Create more referrals, recommendations and testimonials.

• Prioritise your time, resources and effort on the right customers.

• Develop a clear plan of action to make this all happen.

This course is for anyone looking to get to grips with the way they deal with their customers. You may be a business owner or director wanting to maximise the effectiveness of your CRM efforts, resources, money and activity, a senior marketing manager looking to review their approach to CRM or a sales or business development person responsible for hitting sales and marketing targets. Equally, you may be someone who simply wants to develop their customer relationship management knowledge and skills for current or future positions.

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