Customer Relationship Management (CRM)
Customer Relationship Management (CRM) Event date:

Customer Relationship Management (CRM)

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BUILD A STRONGER CUSTOMER/ CLIENT BASE

Learn to build and maintain good customer relationships through our experiential learning model. We provide customized study material along with case-studies that assists you in managing clients like a pro.

 

The market during the industrialization era had a product orientation rather than a service orientation. However, today the shift is from product-orientation to service-orientation as service orientation directly impacts an organization’s sustainability. So whether an organization is big or small this customer/client centric activity is on paramount importance. Thus Vinsys, a leader in industrial and corporate training, brings to you a full-fledged course on Customer / Client relationship management.

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WHY VINSYS?

Till day we have trained over 1,00,000 + professionals around the world.

 

We have a resource pool of 400+ trainers throughout.
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Our all Expert Trainers are with 20+ years of experience in Soft Skill training.
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The Internal team of outstanding Instructional Designers craft customized content as per the learning needs of our versatile corporate clients.
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The instructors conduct Interactive Sessions that comprises kinesthetic activities, role plays and group activities.
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We implement well-crafted experiential training model in all our sessions.
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While providing class room training under our infrastructure we make sure that the instructors us of A/v technology during the session.
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Mr. Aviinaash Waikar
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Through this course, the participants will learn and comprehend amazing nuggets about customer centric. Our outstanding trainers with 20+ yrs of experience have designed this program that enables the participants to apply their learning to their real life upcoming experiences. This connection transforms into their take-with-self learning which makes our training a high impact one catalyzing greater recall and stronger returns on investment for the organization.

  • Introductions
    • Breed familiarity with and amongst participants.
    • Clarify learning expectations.
    • List the learning outcomes.
  • Service Philosophy and Need
    • Appreciate the importance of customer centricity in today’s dynamic business environment.
    • Describe service categorization and its business reasons.
    • State the three steps leading from good to wow customer experience.
    • Distinguish need versus want versus requirement versus expectations.
  • Build service bridges with customers
  • G.L.A.D.D.E.N model in action:
    • Greet the customer
    • Listen to the customer actively
    • Acknowledge customer queries and concerns
  • H.E.A.T – The management of tough customers
    • H = Hear them out
    • E = Empathize
    • A = Acknowledge
    • T = Take action
  • K.A.N.O model
    • Actions that delight the customer
    • Create value to establish long-term relationships with customers
    • Manage customer emotions
    • Tips for triggering customer decisions
  • Craft action plans
    • Write down their S.M.A.R.T goals
    • Chalk out three areas for improvement
    • Appreciate the value in the commitment to apply time and monitor progress

Your grand-mother’s milk man, your father newspaper delivery boy, your mother’s beautician – all used techniques of customer relationship management in the days when this concept was not even born. Have you ever wondered how these local entrepreneurs used to anchor customers? The answer is simple they valued their customers and respected them. Similarly CRM teaches us the same that our customer is our king and we need to respect them to retain them. Below are some advantages to acquiring the CRM skills.

  1. Your happy customers will create word-of-mouth publicity free of cost for yourself, helping you increase your sales.
  2. Your current customer relationships, create new relationships for your increasing your customer base.
  3. Makes you a sales wizard
  4. Increases your ability to connect with strangers, which helps you to convert a potential customer easily.
  5. Enhances your direct marketing skills

Frequently asked questions about this course.

1. What are Soft Skills?
Soft skills is a sociological term relating to a person's "EQ" ( Emotional Quotient), the cluster of personality traits, social graces, language, communication, personal habits, friendliness, and optimism that characterize relationship with other people.Unlike hard skills, which describe a person's technical skill set and ability to perform specific tasks, soft skills are broadly applicable across job titles and industries. It is often said, hard skills are required to receive an interview call but soft skills are needed to get the job or further career prospect. Hence, soft skills compliment hard skills.
2. Why Soft Skills are necessary?
Soft skills are increasingly becoming the hard skills of today's work force. It's just not enough to be highly trained in technical skills, without developing the softer, interpersonal and relationship-building skills that help people to communicate and collaborate effectively.These people skills are more critical than ever as organizations struggle to find meaningful ways to remain competitive and be productive. Teamwork, leadership, and communication are underpinned by soft skills development. Since each is an essential element for organizational and personal success, developing these skills is very important and does matter... a lot!
3. What is our Methodology?
Our learning technique is based on three fundamental premises:
  1. Experiential learning tools
  2. Facilitation
  3. Interactive Methodology
4. How do we cater to our training requirements?
We follow the ADDIE (Analyse, Design, Develop, Implement, Evaluate) principle to design our training programs by understanding & analysing the training requirements from our clients. We ensure that every program has a cognitive, psychomotor and affective objectives for our clients. We customize our program delivery to ensure that these objectives are clearly met and helps participant learn with clarity. Based on design of program each methodology is deeply analysed for better learning and output.
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