.

COMPONENT I – INTRODUCTION

1 ) Introduction to customer relations

2 . Core principles

3. Areas of customer romantic relationship management

four. Importance of buyer relations

five. Global perspective on customer relationship managing 6. Function of Human Resources in Consumer Relationship Management В

PART II –CUSTOMER RELATIONS, CUSTOMER SATISFACTION & PR 1 . Consumer Relations and Customer Service

installment payments on your Customer Contact and Advertising

PART III – CONSUMER RELATIONS SUPERVISION

1 . Consumer interaction cycle

2 . Understanding customers

three or more. Customer response

4. Grievance management

your five. Traditional As opposed to Customer focused manager

COMPONENT IV – CUSTOMER SATISFACTION

1 . Factors impacting customer satisfaction

2 . Measurement of customer satisfaction

3. Customer satisfaction way of measuring methods and techniques 5. Analysis of customer satisfaction dimension

5. Client satisfaction monitoring

6th. Promoting client satisfaction

➢ COMPONENT V – CUSTOMER RETENTION

5. you Economics of customer preservation

5. two Which buyers to retain

five. 3 Approaches for customer retention

PART NI – CUSTOMER SERVICE

1 . Need for customer service

2 . Customer service practice in Kenya

3. Problems of customer service

4. Customer care structure

PORTION VII – CUSTOMER RELATIONSHIPS PROCEDURES AND STANDARDS

REFERRALS:

1 ) Sugandhi, Ur. K (2003)., Customer Relationship Management Organizing, New Age Intercontinental (P) Ltd. 2 . Francis Buttle (2004), Customer Marriage Management; Principles and Equipment. Elsevier Butterworth Heinemann a few. Swift, Ur. S. (2001), Accelerating Buyer Relationships employing CRM and Relationship Technologies. Upper Saddle River, NJ: Prentice Lounge 4. Hofmeyr, N., and Rice, N. (200) Determination – led marketing. Nyc, John Wiley 5. Wager, P., Natural stone, M., and Woodcook, In. (1999), Consumer Relationship Promoting: Up Close and private. Kogan Site 6. Graham Roberts-Phelps (2005). Customer Romantic relationship Management; How you can turn a good business into a great one particular. Thorogood Creating Ltd. several. Kotler, P., and Keller, K. (2007), Marketing Management. 12th education. Pearson Education. В

EVALUATION

AssignmentВ В В 10%

[pic]Continuous Evaluation TestsВ 20%

Coursework totalВ В В В 30%

Final Exam В В В В В В В В В В В В В В В В В В В 70%

Grand totalВ В В В В В В В В В В В В В В В В В В В В В В В В В В В В В В В В В В В В В В В 100% В

PART My spouse and i: INTRODUCTION

1 . 1 Introduction to customer relations

" Life returns what one gives it. Similarly, customers return what Supplier offers it” " What you are is user's gift to you personally; what you turn into is the gift to customer” В

The marketing concept contains that the step to achieving their organizational goals consist of the company being far better than rivals in creating, delivering, and communicating remarkable customer worth to its chosen concentrate on markets. It crystallized inside the mid – 1950s and has been stated in many colourful ways: В

• " Meeting requires profitably”

• " Locate wants and fill them”

• " Love the consumer, not the product”

• " Have it your way”

• " You are the boss”

• " Adding people first”

• " Partners to get profit”

The marketing strategy rests on several pillars:

• Target market

• Customer requirements

• Included marketing, and

• Earnings.

The advertising concept requires an inside – out perspective. It starts with the factory, concentrates on existing items, and necessitates heavy selling and advertising to produce successful sales. The marketing idea takes an outdoor – in perspective. That starts with a highly defined market, focuses on consumer needs, coordinates all the actions that will have an effect on customers, and produces revenue by gratifying customers. В

1 . 1 ) 1 The Customer concept

Today many companies happen to be moving past the marketing concept to...

References: 1 ) Sugandhi, R. K (2003)., Customer Romantic relationship Management Organizing, New Age Intercontinental (P) Limited.

2 . Francis Buttle (2004), Customer Relationship Management; Concepts and Equipment. Elsevier Butterworth Heinemann

several

6. Graham Roberts-Phelps (2005). Customer Romance Management; How you can turn a good business in a great one. Thorogood Submitting Ltd.

several. Kotler, L., and Keller, K. (2007), Marketing Managing. 12th ed. Pearson Education.

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