For the success of any business there should be a good relationship management between the service provider and the customers. This is an independent career profession that keeps both individual and cooperate businesses relevant in the market space. With specialized skills in Acquiring customers, understanding and exceeding the customer’s expectations and strategizing the best way to retain your customers will help you stay at the top of the business game and also keep your competitors out. Conducting a critical touch point analysis on your customer’s experience and providing a strategic to tool to have the best B2C transactions which will build trust and help you get recommendations from your customers which contributes to 60% growth of a business.
Curriculum
- 1 Section
- 11 Lessons
- 8 Weeks
- Course Content11
- 1.1Introduction
- 1.2Definition and Scope of Customer Relationship Management
- 1.3Touch Point Analysis (TPA)
- 1.4The Customer Lens
- 1.5Customer value
- 1.6Analyzing profitability of customers
- 1.7Value creation
- 1.8Building loyalty programmes
- 1.9Customer Equity
- 1.10Value chain analysis
- 1.11Customer retention, acquisition and expectation
