Customer Relationship Management & Strategies


Customer Management and Strategies (CMS) is growing in importance due to the challenging business environment faced by organizations throughout the world today. CMS is the strongest and the most efficient approach in maintaining and creating relationships with customers. It is not only pure business but also ideate strong personal bonding within people. This program shall guide delegates in the development of this type of bonding which drives the business to new levels of success.

Today, many organizations are faced with significant challenges in the area of customer service and service delivery for both internal and external customers. The constant change in demographics coupled with high customer expectations is making organizations rethink their customer service strategies. It is more important than ever to build customer relationships that add-value to the overall customer experience. It is time to reduce customer retention mistakes and create a customer experience that improves customer service and increases satisfaction.

Customer engagement is the emotional connection between a customer and a brand. Highly engaged customers buy more, promote more, and demonstrate more loyalty. Providing a high-quality customer experience is an important component in your customer engagement strategy.

  • Understand the various types of customers and personalities
  • Apply the personality skill for effective interaction or communication with internal & external customers
  • Support implementation of customer service strategies
  • Analyze systems and data relating to customer behaviour and relationships.
  • How to build lasting customer relationships by creating, maintaining and providing value to them.
  • To plan and implement improvements to systems, processes and strategies to build customer engagement, relationships and sustain customer loyalty.
  • Classroom Lecture
  • Open Talk Session
  • Stand-Up Discussions
  • Group Brainstorming Activities
  • Experiential Learning Activities
  • Energizers & Games
  • Motivational Videos
  • Music & Songs
  • Individual and Group Presentations
  • Sharing of Life Experiences

Executives, Assistant Managers, Managers

Anyone who is involved in the process of serving, speaking and handling customers to provide a lasting customer service feeling in the organization.