Customer Relationship Management (CRM) is about getting to know your customers so well that you can meet their needs to the point that they never want to leave.

Sounds simple, delivering it is an awful lot more challenging, especially when some of your systems do not talk to each other or, even worse, when some of your departments do not talk to each other. One CRM software vendor summed it up like this:

"Fundamentally CRM is a discipline or attitude rather than a set of technologies or systems."

What is needed is an organisational mindset that can think across departments whilst maintaining a firm focus on the customer - to see things how the customer sees them.

As a leading customer service training provider, Martrain has created a CRM training programme which does just that. The course is designed to achieve several aims:

• Provide a review of customer management best practice
• Explain the principles and benefits of a CRM approach
• Highlight achievements to date and areas which can be improved
• Encourage a pro-active approach to client needs and problems
• Improve co-operation within and between departments/sites
• Increase individual and team confidence
• Enhance customer communications skills
• Create a positive attitude to change Improve communication between managers and non-managers
• Create a stronger sense of team

Management should be aware that this course will generate a lot of suggestions for improvement from the floor, which will need to be addressed on the programmes completion. It will raise staff expectations and managers should be prepared to demonstrate their commitment to building a customer focus in the business.

Please contact us for further information or to discuss your CRM Training requirements in more detail.

See also:
Customer services training | Internal sales training | Testimonials | Case studies

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