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Customer Relationship Management (CRM)
What is quality today may not be quality tomorrow: A high quality product today may have an advantage in the market but in the future, it will be expected in all similar products.
Putting the customer first is one of the most valuable strategies for building a business. Generating satisfied customers is the best source of word-of-mouth referrals and there is no better salesperson than a loyal customer.
This Customer Relationship Management (CRM) course will touch on refocusing your business to concentrate on your customers in order to build long lasting relationships that allow you to beat the competition. Participants will learn
how leadership styles and culture have an impact on deliverance of service.
Putting the customer first is one of the most valuable strategies for building a business. Generating satisfied customers is the best source of word-of-mouth referrals and there is no better salesperson than a loyal customer.
This Customer Relationship Management (CRM) course will touch on refocusing your business to concentrate on your customers in order to build long lasting relationships that allow you to beat the competition. Participants will learn
how leadership styles and culture have an impact on deliverance of service.
Objective
- Understand the concept of Customer Relationship management
- Acquire the knowledge and skills of a customer relationship professional
- Understand the characteristics of 'The Ideal Organisation’
- Enhance existing customer service skills and develop new techniques to improve your customers’ experience
- Understand your own impact on customers and identify ways to improve it
Outline
1. Customer Relationship Management
2. The Customer Relationship Management Role
3. The "Ideal" Organisation
4. The Art of Customer Retention
5. Individual action plan
- What is CRM?
- Benefits of CRM
- Elements of a good CRM
2. The Customer Relationship Management Role
- Role and responsibilities in CRM
- Skills of an effective CRM professional
- Building relationships with customers & stakeholders
3. The "Ideal" Organisation
- Organisation culture that sets the stage of emphasis
- Communication barriers that affects delivery
- Pitfall and roadblock to prevent successful CRM
4. The Art of Customer Retention
- Understand customers' needs and expectations
- The Moment of Truth
- Strategies to engage and enhance for customer satisfaction
5. Individual action plan
- Have an action plan for workplace application; enabling one to implement and improve performance in managing customer relationships
Who should attend
Anyone who has to deal with either internal or external customers.
Methodology
This is an interactive workshop and the learning methods will include:
- Sharing
- Handouts and exercises
- Group activities and discussions
- Games and role-play
Testimonials
Learnt and received following insight.
1) Effective communication of company goals, both internal & external
2) Formulate tools & soft skills for effective Customer Relationship Management.
Workshop is very engaging with interactive & effective learning.
Trainer is very upbeat and lively. Able to apply in practical situations.
UNIWELD PRODUCTS (USA) PTE LTD
The course is very applicable to my work. Workshop has good balance between discussion and sharing of knowledge. The trainer is bubbly and entertaining.
National Environment Agency
Learnt how to apply CRM at work. Clear illustration of ideas and points, Shared relevant experience.
National Environment Agency
Very insightful and easy to communicate with.
Seletar country club
Insightful! Trainer is very engaging.
RE&S Enterprises Pte Ltd
1) Effective communication of company goals, both internal & external
2) Formulate tools & soft skills for effective Customer Relationship Management.
Workshop is very engaging with interactive & effective learning.
Trainer is very upbeat and lively. Able to apply in practical situations.
UNIWELD PRODUCTS (USA) PTE LTD
The course is very applicable to my work. Workshop has good balance between discussion and sharing of knowledge. The trainer is bubbly and entertaining.
National Environment Agency
Learnt how to apply CRM at work. Clear illustration of ideas and points, Shared relevant experience.
National Environment Agency
Very insightful and easy to communicate with.
Seletar country club
Insightful! Trainer is very engaging.
RE&S Enterprises Pte Ltd
Profile of Swing Goh
DISC Flow® Certified Trainer | Keynote Speaker | Life Coach | People Developer | Facilitator | Change Consultant | Infopreneur
Swing Goh is a Facilitator, Speaker, People Developer, and Courseware Designer with nearly 18 years of extensive experience in hands-on Engineering, Quality, Project Management (in the manufacturing industry), and Customer Service within multinational corporations and various industrial sectors. Her diverse skill set, resourcefulness, and innovative approach make her a highly effective and inspiring facilitator in adult learning.
Swing excels in working within multi-cultural and diverse environments, which enhances her ability to connect with and relate to professionals from different backgrounds. This skill has contributed significantly to her success as a facilitator.
She facilitates WSQ Employability Skills, Generic Manufacturing, and Service Excellence modules, along with customized programs. Her clients include AB Scitex, AMK Town Council, ASME, Broadcom, CHASSasia, Dialog Asia, Evergreen Shipping, Food Empire, Food Junction, Fu Yu Manufacturing, Hexon Technology, Home Team Academy, Jurong Port, K Box, Leonian Holdings, Makino Asia, Maybank, MINDEF, New Port Duty-Free, Oil States Industries, Singapore Power, Singapore Technologies Marine Ltd, Swiss Precision, and Wine Connection, among others. In addition to her facilitation work, Swing is actively involved in courseware development and consultancy, including conducting Training Needs Analysis for corporate clients.
Swing holds a Master’s Degree in Engineering Science (Engineering Management) and a Diploma in Quality Assurance Engineering. She is a professional coach in Transformative Coaching, an International Coach Federation (ICF) approved training program, and is IBM certified in AI and Design Thinking.
