CUSTOMER RELATIONS

OA 10
COURSE CREDIT: 3 UNITS

COURSE PRE-REQUISITE:

ADMIN AND OFFICE MANAGEMENT

General objectives

Understand and apply the basic concepts in customer relations

which can be useful in dealing with stakeholders (customers and
suppliers) and to any type of organization. This will provide
strategies on how to communicate with not only existing
customers but also to potential customers and to adapt to fast
changing technology approaches like data mining, e-marketing,
and other social media platforms.
 
Specific objectives
At the end of the semester, the students should be able to:
 
1. Deal with people of all classes and to adjust with situations and circumstances in the corporate environment.
2. Exhibit business etiquette and exceptional customers service relations.
3. Develop customer service orientation or attitude.
4. Discuss the importance and goals of exceptional customer relations.
5. Describe the different techniques in approaching customer relations.
6. Compare customer relations programs and industry standards.
7. Analyze methods used by companies famous for quality customer relations.
8. Analyze the attributes of a good customer relations oriented business.
9. Describe and apply the problem solving process as it relates to customer relations.
10.Identify personal working style to maintain good customer relations.
11.Manage conflicts with co-workers and customers.
12.Describe how new technological trends are affecting customer relations.
COURSE STRUCTURE
Unit 1
Introduction to Customer Relationship Management

Module 1 What is Customer Relationship

Management?
•  Defining CRM
• CRM Constituencies
• Models of CRM
• Misunderstandings about CRM
 
 Module 2 Human Relations

• Introduction
• Human Relation Influences
• Seven Ways to Become Interesting
• How to Create your Own Charisma
• How to Achieve Good Human Relations?
• The Ostrich Complex
 
Module 3 Understanding Relationships
• What is relationship?
• Relationship Quality
• Why Companies want relationships with customers
• Why customers do not want relationship with customers
• Customer Satisfaction, loyalty and business performance
• Relationship Management Theories
Unit 2
Identifying Customers and Managing Customer Relations

Module 4 Creating Value for Customers

 

• Introduction
• Understanding the value
• Sources of customer value customization
• Value from Products
• Value from Service
• Value from Processes
• Value from people
Module 5 Managing Customer Relations

• Steps/Stages of Managing Customer Relations

• Customer Experience Management
• Customer Profiling
 
Module 6 Planning and Implementing customer relationship management projects

 
• Phase 1: Develop the CRM Strategy
• Phase 2: Build CRM Project Foundation
• Phase 3: Needs Specification and Perfect Selection
• Phase 4: Project Implementation
• Phase 5: Evaluate Performance
Module 7 Customer Life Cycle: Customer
Retention and Development

• What is customer retention?

• Manage customer retention or value retention?
• Which customers to retain?
• Strategies for Customer retention
• Key performance Indicators of Customer Retention Programmes