Customer Relationship Management in Business Services
Learn how to effectively manage customer relationships by building business services that exceed customer satisfaction.Publisher: NPTEL
CertificationView course modules
This course will show you precisely how to manage your customer relationships through effective business services. The course begins by showing you how fluctuating customer demand for a service can be addressed. Here you will learn how businesses can use marketing tools to shape demand patterns for a service in order to maximise customer satisfaction. You will then learn about consumer behaviour and how important elements of service processes such as queuing and waiting lines can be re-designed to greatly improve the customer experience, service productivity, and efficiency.
Next, the course will teach you everything you need to know about The Three-Stage Model of Service Consumption. You will learn how this model allows service managers to set objectives and shape consumer behaviour in a targeted manner. Finally, you will learn about self-service technologies (SSTs) and the co-creation of business services, which are some of the most important methods for involving customers in a business service used today.
Throughout the course, you will be given real world examples of how service organisations around the world achieve excellence in their customer relationships. This will allow you to from the best in a clear, practical, and step-by-step manner. By the end of the course, you will have gained a strong understanding of how the world’s leading businesses manage their customer relationships through excellent business services. So, get started today and in just 4 hours you’ll be ahead of your competitors and have gained a great boost for you career development.Start Course Now
Module 1: Understanding the Challenges of Service
Challenges of Service Management
Understanding Service Uniqueness
The Role of the Consumer in the Services Flow
Understanding Service Consumer Behavior
What is Co-Creation of Services?
The Customer and Co-Creation of Services
Module 2: Delivering Service Excellence
Current Service Map to New Service Design
New Service Development Cycle
Case Study on Service Excellence
Service Excellence - Arvind Eye Hospital
The Role of Culture in Service Excellence
The Role of People in Service Excellence
Module 3: Customer Relationship Management in Business Services Assessment
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.
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Customer relationships concern the cultivation of a relationship between a company and its customers on an ongoing basis. The development of this connection involves marketing communications, technical assistance, sales support, and customer service. Alison's customer relationship management training courses will teach you how to effectively and efficiently deal and communicate with existing customers to retain them and drive sales growth.
The best free online customer relationship management courses available on Alison include:
Each of the online customer relationship management courses on Alison are free, as are all of Alison's online courses. Alison's learners do not have to pay anything to take these courses unless they want a digital or physical copy of the course certificate.