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Customer Relationship Management in Business Services - Revised

Service Management
Free Course
Designing and developing effective and efficient service processes for customers can help businesses achieve excellence in customer relationships. In a clear and step-by-step manner, this Customer Relationship Management in Business Services online course will give you a better understanding of consumer behavior, important marketing elements that shape demand patterns, and the core components of service processes.
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  • Duration

    3-4 Hours
  • Assessment

    Yes
  • Certification

    Yes
  • Responsive

    Yes
  • Publisher

    NPTEL

Description

Outcome

Certification

View course modules

Description

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.

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Learning Outcomes

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.

Certification

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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