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beginner levelDiploma in Implementing Customer Care in Management
10-15hrs
diplomaSales & Marketing
This free online course suits small business owners or anyone pursuing a career in customer relations management (CRM). We explore strategies to help you build better relationships with both local and international customers. We explain how to manage customers who leave and how to recover from service failures. We delve into the opportunities and challenges presented by electronic CRM and cultural diversity to help you get ahead and stay there.
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Diploma in Implementing Customer Care in Management
Learn how businesses can improve their customer care services with this free online management course.
This free online course suits small business owners or anyone pursuing a career in customer relations management (CRM). We explore strategies to help you build better relationships with both local and international customers. We explain how to manage customers who leave and how to recover from service failures. We delve into the opportunities and challenges presented by electronic CRM and cultural diversity to help you get ahead and stay there.
Course description
Course module
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Module 17 Lessons
Customer Relationship Management in B2C Markets
This module, Customer Relationship Management in B2C Markets, explores the crucial roles of customer equity and customer loyalty generation in the business-to-consumer (B2C) market, including the strategies of recovering from service failures and how to manage customers' defection.
1.Learning Outcomes
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2.Customer Equity in CRM
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3.Loyalty Generation in B2C
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4.Customer Relationship Management in Services Market
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5.Managing Customers’ Defection in B2C
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6.Service Recovery Strategies in B2C
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7.Lesson Summary
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Module 26 Lessons
Customer Relationship Management in B2B Markets
Module 31 Lessons
Diploma in Implementing Customer Care in Management - First Assessment
Module 44 Lessons
Electronic Customer Relationship Management
Module 54 Lessons
Implementation of CRM
Module 61 Lessons
Diploma in Implementing Customer Care in Management - Second Assessment
Module 71 Lessons
Course assessment
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