Leveraging Customer Relationships

Course Description

This course focuses on leveraging customer relationships in a call center environment. Students examine customer relationship management strategies, tools, tactics, technologies, and applications

Topics and Objectives

Introduction to Call Center Customer Relationship Management (CRM) Strategies

  • Identify the various visions of company CRM strategy and how they apply to call centers.
  • Examine the elements of CRM as it applies to a call center.
  • Examine the call center's relationships with its internal and external customers.

Customer Expectations

  • Determine client objectives and the organizational structure necessary to meet them.
  • Determine ways to meet and exceed the expectations of call center customers.
  • Examine the role of a call center manager in business development.

Customer Information Management

  • Identify the data elements that support a CRM strategy.
  • Examine various methods to gather, organize, and analyze customer data.

CRM Tools, Technologies, and Applications

  • Evaluate various call center CRM tools and technologies.
  • Examine applications of CRM tools and technologies.

Tactics to Leverage Customer Relationships

  • Evaluate call center strategies and tactics to leverage customer relationships.
  • Explain how CRM goals differ among customers, internal call centers, business units, and third party call centers.
  • Assess the effectiveness of CRM marketing programs.

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