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External customers - customer relationship management

Business training program

"External Customers - Customer Relationship Management" is a comprehensive training program designed to enhance participants' understanding and proficiency in managing relationships with external customers. This course delves into various aspects of customer relationship management (CRM) to help organisations build and maintain strong connections with their external clientele.


Learning Objectives

  • Understand the importance of external customer relationships for business success.

  • Learn effective strategies for building and maintaining positive relationships with external customers.

  • Explore methods for identifying and meeting the unique needs and expectations of external customers.

  • Develop skills in resolving customer complaints and handling challenging situations professionally.

  • Gain insights into leveraging technology and data to enhance external customer interactions.


Target Audience

This course is suitable for customer service representatives, sales professionals, account managers, business development executives, and anyone involved in managing relationships with external customers.


Course Content

  1. Introduction to Customer Relationship Management (CRM) and its significance.

  2. Understanding External Customer Needs and Expectations.

  3. Strategies for Building Trust and Rapport with External Customers.

  4. Effective Communication Techniques for External Customer Interactions.

  5. Handling Customer Complaints and Difficult Situations.

  6. Utilising Technology and Data Analytics in CRM.

  7. Best Practices in External Customer Relationship Management.


Expected Outcomes

  • Cultivate stronger and more profitable relationships with external customers.

  • Effectively address external customer needs and concerns.

  • Utilise CRM tools and techniques to enhance customer satisfaction and loyalty.

  • Apply best practices in external customer relationship management to drive business growth and success.

The course employs a variety of teaching methods, including interactive lectures, case studies, role-playing exercises, group discussions, and multimedia presentations. Participants will also have access to relevant reading materials, industry reports, and CRM software demonstrations.

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