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Course Description

  • Customer portfolio management
  • How to deliver customer-experienced value
  • Managing customer experience

  • Customer portfolio management
  • How to deliver customer-experienced value
  • Managing customer experience

Additional Information

Target audience

  • Sales and marketing directors, managers, executives, practitioners and staff.
  • Senior and mid-level managers who are involved in customer relationship management (CRM) programmes and system implementations, whether in a marketing department, the sales force or the service centre.
  • Contemporary CRM professionals who sell products or services, to consumers or businesses.
  • Senior managers who realise that profitable customers are their company’s greatest asset and seek guidance to retain them.
  • Those who wish to understand the CRM landscape that covers the vastness between operational and strategic CRM, with an overview of customer-related data and data mining.
  • Managers looking to take customer-centred strategies to the next level.

Learning outcomes

Upon completion of this course, you will be able to understand that:

  • Customer portfolio management (CPM) consists of a number of disciplines and allows companies to decide which customers they want to serve, and broadly how to serve them.
  • Customers will only be retained if they experience value as a result of their transactions with a company.
  • Customer experience throughout the lifecycle and at every touchpoint must meet customer expectations.

Target audience Sales and marketing directors, managers, executives, practitioners and staff. Senior and mid-level managers who are involved in customer relationship management (CRM) programmes and system implementations, whether in a marketing department, the sales force or the service centre. Contemporary CRM professionals who sell...

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