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Development of Customer Relationship Management Plan


Need of Customer Relationship Management

To underestimate the need of customer relationship management can prove a costly mistake. Successful customer relationship management isn’t something that happens by accident. Nor is it advisable to simply make things up as you go along. For CRM to work, it needs to be strategic, thought-out and tailored to suit the needs of the business. It also needs to be implemented at the right time and in the right manner. The need of customer relationship management is based around two things – customer loyalty and brand authority. When CRM is successful, customer loyalty is nurtured and the brand’s reputation improves. But in order to make it work, each key step in the process needs to be carefully considered and analysed in full.

This insightful tutorial is ideal for anyone working in a customer service capacity, along with business owners and managers. Explore a series of effective customer retention strategies, while considering common customer scenarios and superior service provision. Study customer life cycles, review a breakdown of the effective CRM plan and learn how to evaluate existing CRM standards.



After the completion of this course learners will be able to:

  • Analyze the different components of a CRM plan
  • Develop a checklist for readiness and success in CRM

Programme Content


  • Strategies for Customer Retention
  • Customer Scenarios
  • Selling CRM
  • Home grown vs. Application Service Provider
  • The Development Team
  • Customer Life Cycles
  • Evaluating and Reviewing CRM

Target Audience

  • Customers support staff
  • Any customer care workers pursuing CPD
  • Business owners, managers and supervisors
  • Team leaders and supervisors.
  • Telesales workers and operators
  • Candidates seeking to expand their career opportunities


This is a standalone course and assumes no prior knowledge.


  • Participants:8 - 400
  • Duration: 2 - 3 hours
  • Participation:Only collaborative

Key Benefits

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Course at QLS
Study Method Online
Course Duration 10 Hours
Start Date on going
Awarding Body
Full Fee:    £ 120

Discount:    £ 96

Pay Today:    £ 24

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