Customer Relationship Management

Employees who understand & utilize the principles of customer relationship management can help grow your business. This course examines strategies for acquiring & retaining customers & looks at the ways CRM can be used in several aspects of business.

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Course curriculum

1. Introduction
1. What Is Customer Satisfaction?
2. Examples of Customer Satisfaction
3. Lesson Summary
4. Quiz - 1.1
1. Customer Satisfaction and Retention
2. An Example of Connecting the Two
3. Lesson Summary
4. Quiz 1.2
1. Ch 3.3 - Customer Relationship Management- Using a CRM
2. Case study - Costco
1. Introduction
1. Customer Service & Satisfaction
2. Handle Time & Contact Resolution
3. Percent of Escalations & Backlog
4. Service-Level Agreement
5. Churn Rate
6. Lesson Summary
7. Quiz - 2.1
1. Customer Service Metrics - Inforgraphic
1. Customer Satisfaction
2. Surveys
3. Customer Loyalty
4. Focus Groups
5. Lesson Summary
6. Quiz - 2.2
1. Measuring Customer Satisfaction
2. Surveys/Questionnaires
3. Existing Business Data
4. Face-to-Face Interactions
5. Lesson Summary
6. Quiz - 2.3
1. Satisfaction Guaranteed
2. Creating a Survey and Common Questions
3. Improve Response Rate
4. Prioritizing Change and Analysis
5. Lesson Summary
6. Quiz - 2.4
1. Net Promoter Score
2. Respondents
3. Calculating the NPS
4. Purpose of NPS
5. Lesson Summary
1. Introduction
1. Market Research Surveys
2. Types of Surveys
3. Types of Questions
4. Evaluating A Survey
5. Lesson Summary
6. Quiz - 3.1
1. Importance of Customer Feedback
2. Biases
3. Limitations
4. Damaging Aspects of Results
5. Lesson Summary
6. Quiz - 3.2
1. Using Metrics in Customer Service
2. Linking Using Metrics
3. Interpreting
4. Improving Customer Service Metrics
5. Lesson Summary
6. Quiz - 3.3
1. Analysis Tools
2. Easy to Use or Free
3. R
4. Expensive, but More Options
5. Lesson Summary
6. Quiz - 3.4
1. Introduction
1. Comparing Business Approaches
2. Business-to-Business Approach
3. Business-to-Customer Approach
4. Applying the Right Approach
5. Lesson Summary
6. Quiz - 4.1
1. What Is CRM?
2. Implementing CRM Process
3. Useful Information
4. Effective Use
5. Managing CRM Information
6. Lesson Summary
7. Quiz 4.2
1. The Power of CRM
2. Getting Onboard with CRM
3. Challenges to Consider
4. Reflections
1. Introduction
1. Implementing CRM for Success
2. People Are Needed
3. Designed to Support
4. Technology Is the Core
5. Lesson Summary
6. Quiz - 5.1
1. Infographic
1. Customer Relationship Management
2. Identifying the Best Customers
3. CRM and Technology
4. Lesson Summary
5. Quiz - 5.2
1. Customer Relationship Management Defined
2. CRM Systems
3. Operational and Analytical CRM
4. The Benefits of CRM to the Organization
5. Lesson Summary
6. Quiz 5.3
1. Social Media & Customer Relationships
2. Be Actively Engaged
3. Attract & Retain Customers
4. Monitor Your Brand
5. Lesson Summary
6. Quiz - 5.4
1. Customer Relationship Management
2. Customer Privacy
3. Unfair or Inconsistent Use of CRM
4. Inaccurate Information
5. Lesson Summary
6. Quiz - 5.5
1. Basics of Relationship and Traditional Selling
2. Key Differences of Relationship and Traditional Selling
3. Key Difference #1: Consulting
4. Key Difference #2: Consumer Interest
5. Key Difference #3: Planning
6. Key Difference #4: Problem Solving
7. Key Difference #5: Teams
8. Key Difference #6: Product Benefits
9. Key Difference #7: Follow-Up
10. Lesson Summary
11. Quiz - 5.6
1. The Value of Team Building
2. Customer Satisfaction
3. Treat Customers Like Family
4. Admit When You Are Wrong
5. Utilize Your Customer Base
6. Lesson Summary
7. Quiz - 5.7
1. Introduction
1. What Is a Customer Loyalty Program?
2. Purpose of a Customer Loyalty Program
3. Example Customer Loyalty Program
4. Lesson Summary
5. Quiz 6.1
1. Value in Customer Loyalty Programs
2. Point-Based
3. Tier-Based
4. Coalition Programs
5. Punch Card Programs
6. Lesson Summary
7. Quiz - 6.2
1. Sample Customer Loyalty Program
1. Customer Loyalty Programs
2. Appreciation and Repeat Business
3. Distinguishes from Competitors
4. Nothing New
5. Program Expense
6. Lesson Summary
7. Quiz - 6.4
1. Exam Instructions
2. Final Exam

About this course

$104.00
158 lessons
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Access on mobile and TV

Accredited certificate from college

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Excel: Skills Development & Training Course

Customer Service

Introduction to Hospitality

Ch 1 - Measuring Customer Satisfaction

Ch 1.1 - What is Customer Satisfaction? - Definition & Examples

Ch 1.2 - The Relationship Between Customer Satisfaction & Retention

Ch 1.3 - CRM

Ch 2 - Customer Satisfaction Metrics & Methods

Ch 2.1 - Customer Service Metrics: Definitions and Types

Practical Application: Types of Customer Service Metrics Infographic

Ch 2.2 - Measuring Customer Satisfaction to Improve Retention

Ch 2.3 - Methods for Measuring Customer Satisfaction

Ch 2.4 - Customer Satisfaction Surveys: Uses & Implementation

Ch 2.5 - Net Promoter Score: Definition & Examples

Ch 3 - Interpreting Customer Satisfaction Results

Ch 3.1 - How to Evaluate Survey Questions & Design

Ch 3.2 - Problems with Customer Surveys: Biases & Limitations

Ch 3.3 - What are common limitations to customer surveys?

Ch 3.4 - Tools Used for Customer Satisfaction Research Analysis

Ch 4 - Customer Relations in Business

Ch 4.1 - Comparing Business-to-Business & Business-to-Customer Approaches

Ch 4.2 - Customer Relationship Management for Small Businesses

Ch 4.3 Practical Application: Overcoming Challenges in Customer Relationship Management

Ch 5 - Customer Relationship Strategies & Maintenance -

Ch 5.1 - Implementing Customer Relationship Management

Practical application - INFOGRAPHIC

Ch 5.2 - Customer Relationship Management and Marketing Technology

Ch 5.3 - Customer Relationship Management: Using CRM to Focus on Customers

Ch 5.4 - Social Media in Customer Relationship Management

Ch 5.5 - Potential Issues in Customer Relationship Management

Ch 5.6 - Relationship Selling vs. Traditional Methods: Definition and Purpose

Ch 5.7 - Cultivating Long-Term Customer Relationships

Ch 6 - Customer Loyalty Program Basics

Ch 6.1 - Customer Loyalty Program: Definition, Purpose & Example

Ch 6.2 - Types of Customer Loyalty Programs

Ch 6.3 - Practical Application: Types of Customer Loyalty Programs

Ch 6.4 - Customer Loyalty Programs: Advantages & Disadvantages

FINAL EXAM

About this course