An applied five-day programme focused specifically on Customer Relationship Management.
This five-day Kaizen European Academy programme is dedicated specifically to Customer Relationship Management. It develops practical capability in Customer Relationship through structured explanation, applied tools, realistic scenarios and guided workshops. Participants move from core concepts to hands-on application, performance control and an implementation plan that can be transferred directly to their workplace.
Explain the essential concepts, terminology and professional context of Customer Relationship Management.
Apply the principal methods and tools used in Customer Relationship Management.
Analyse realistic situations and make evidence-based decisions related to Customer Relationship Management.
Evaluate performance, risk and control requirements in Customer Relationship Management.
Develop a practical implementation or improvement plan for Customer Relationship Management.
Professionals, specialists, supervisors and managers whose responsibilities involve customer relationship management or who need to build practical capability in this area.
Instructor-led explanation, facilitated discussion, subject-specific case studies, practical templates, individual and group exercises, simulations or technical scenarios where appropriate, peer review and a final implementation workshop.
Explain the essential concepts, terminology and professional context of Customer Relationship Management. Apply the principal methods and tools used in Customer Relationship Management. Analyse realistic situations and make evidence-based decisions related to Customer Relationship Management. Evaluate performance, risk and control requirements in Customer Relationship Management. Develop a practical implementation or improvement plan for Customer Relationship Management.
No formal prerequisite is required. Relevant professional experience is helpful; technical courses may assume basic familiarity with the operating environment.
Scope, terminology and professional context of Customer Relationship Management
Current practices and emerging trends in Customer Relationship Management
Roles, responsibilities and stakeholder expectations in Customer Relationship Management
Diagnostic assessment of current Customer Relationship Management practices
customer expectations
service standards
communication
listening
empathy
complaints
service recovery
difficult customers
contact centres
CRM
journey mapping
service quality
customer satisfaction
loyalty
service KPIs
coaching
Choose one of the next planned European dates, or create a private delivery around your own schedule.
No public date is currently displayed for this programme. Choose the programme, preferred city and approximate dates. We will organise the venue, trainer and delivery format around your requirements.
This programme can be scheduled across our European training destinations. Venue and trainer are confirmed separately for each session.
Final venue, dates and trainer are confirmed when the session is scheduled.