Customer Relationship Management in Business Services
Learn how to create business services that go beyond customer satisfaction with this customer relationship course.Publisher: NPTEL
CertificationView course modules
This course will first discuss the challenges that service managers face. You will study variations in demand relative to capacity and the different forms of productive capacity services. You will then look into why waiting lines occur and study the three-stage model of customer decision making. The course will discuss levels of customer participation, self-service technology (SST), the co-creation in service management, and the DART, which stands for dialogue, access, risk management, and transparency.
You will then look into the priority sequence for designing the new service as a process and the new service development cycle including service strategy, service concept, service blueprints, and supporting processes. The course will then discuss strategic positioning through process selection which includes the degree of complexity and the degree of divergence. You will also study the satisfaction mirror as well as the internal and external factors of the service profit chain.
Customer relationship management (CRM) is very important when it comes to running a successful business. By attaining a better relationship with your customers, a company can more efficiently conduct business and generate revenue. This Customer Relationship Management in Business Services online course will teach you the knowledge and skills you need to improve your company's customer relationships and become a valuable member of your next organisation. All this, for free.Start Course Now
Understanding The Challenges Of Service
Understanding the Challenges of Service - Learning Outcomes
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
Understanding The Challenges Of Service - Lesson Summary
Delivering Service Excellence
Deliver Service Excellence - Learning Outcomes
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
Delivering Service Excellence - Lesson Summary
Having completed this course, learners will be able to:
- Explain variations in demand relative to capacity.
- Explain different types of waiting lines and how they operate.
- Describe consumer behaviour and managing services.
- Describe managing customer perceptions of risk.
- Describe Self-Service Technologies (SSTs) and their use.
- Explain the components of the new service development cycle.
- Explain the role of culture in service excellence.
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