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Customer Relationship Management in Business Services

Service Management
Free Course

How to create business services that go beyond customer satisfaction.

  • Duration

    3-4 Hours
  • Assessment

    Yes
  • Certification

    Yes
  • Publisher

    NPTEL
Description Outcome Certification View course modules

Customer Relationship Management in Business Services focuses on how businesses can achieve excellence in customer relationships by designing and developing effective and efficient service processes for their customers.

The course begins by showing you how fluctuating demand from customers for a service can be addressed by businesses by managing capacity within the service process they offer to their customers. You will then learn how businesses can use marketing elements to shape demand patterns for a service. You will learn about consumer behaviour and how important elements of service processes such as queuing and waiting lines can be re-designed to greatly improve customer experience and also increase service productivity and efficiency. You will also learn about The Three-Stage Model of Service Consumption and how this model allows service managers set objectives and shape consumer behaviour in a targeted manner.

Finally, you will learn about self-service technologies (SSTs) and co-creation of business services and how these methods are the ultimate form of customer involvement in a business service when used appropriately. The course uses real-world examples throughout to demonstrate how service businesses and service organisations around the world achieve excellence in their customer relationships.

This course will be of great interest to all professionals working in service businesses and service management and who would like to learn more about creating business services that go beyond customer satisfaction and achieve customer delight.

Having completed this course you will be able to:


  • Explain variations in demand relative to capacity;
  • Explain different types of waiting lines and how they operate;
  • Describe consumer behavior and managing services;
  • Describe managing customer perceptions of risk;
  • Describe Self-Service Technologies (SSTs) and their use;
  • Describe the relationship between the service delivery process and the service system; - Describe how to design a new service process;
  • Explain the components of the new service development cycle;
  • Explain the role of culture in service excellence.

All Alison courses are free to enrol, study and complete. To successfully complete this Certificate course and become an Alison Graduate, you need to achieve 80% or higher in each course assessment. Once you have completed this Certificate course, you have the option to acquire official Certification, which is a great way to share your achievement with the world. Your Alison Certification is:

Ideal for sharing with potential employers - include it in your CV, professional social media profiles and job applications
An indication of your commitment to continuously learn, upskill and achieve high results
An incentive for you to continue empowering yourself through lifelong learning

Alison offers 3 types of Certification for completed Certificate courses:

Digital Certificate - a downloadable Certificate in PDF format, immediately available to you when you complete your purchase
Certificate - a physical version of your officially branded and security-marked Certificate, posted to you with FREE shipping
Framed Certificate - a physical version of your officially branded and security-marked Certificate in a stylish frame, posted to you with FREE shipping

All Certification is available to purchase through the Alison Shop. For more information on purchasing Alison Certification, please visit our faqs. If you decide not to purchase your Alison Certification, you can still demonstrate your achievement by sharing your Learner Record or Learner Achievement Verification, both of which are accessible from your Dashboard. For more details on our Certification pricing, please visit our Pricing Page.

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