CRM - People, Methods, and Achievements - ½ Day:

What will you learn?

Great customer service is about listening to our customers and responding to their needs. Customers tell us about themselves each time they communicate with us in anyway. Until now the whole company has not been listening. That job has been relegated to a few in the call center and on the sales team. That means that our customer service has never been as good as it could be or as good as it should be!

CRM requires am enterprise level of commitment and effort. This workshop is about what that effort and commitment looks like and how to get it.

Key Learning Points

• Define CRM for your Organization
• Technology’s Role in CRM Support
• What is Changing? For Us, Our Customers, the Environment
• The Call Center Centric View of the Customer
• New Dialogue Vs Old Monologue
• The Process of CRM
• Measuring CRM Success

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