Customer Relations Management (CRM)

Today’s companies, businesses and institutions need to take care of their customers to survive. CRM involves listening to the voice of the customer and responding quickly to their needs. Customer knowledge is increasingly being used to focus promotions and campaigns, develop new products and services, improve competitive position and profitability. This course addresses the main features of CRM from strategy to web analytics to surveys and data analysis. It incorporates aspects of customer relations relevant for the manufacturing and service sectors.

CRM can be used to:

  • identify areas of strength and weakness
  • listen to the voice of the customer
  • improve all aspects of the customer’s experience
  • extract information from data

CRM can answer questions such as:

  • How can we improve customer loyalty?
  • How can we increase the lifetime value of customers?
  • What information do we need now and in the future?
  • How will we collect, access, analyse and maintain our data?

The course content includes customer segmentation, survey design, focus groups and questionnaires, data mining, experimentation and lean methodology.

Both our standard and bespoke courses are suitable for those with no prior knowledge of data mining or for those who require a refresher programme. A range of statistical software is explored and there is no need for prior knowledge of any particular software.

For further details contact ISRU.

 

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