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The Customer Relationship Management (CRM) certificate course will examine best practices in customer service standards and address听the need to create an integrated cross-functional focus on winning as well as听customers.

The course will also examine the impact of culture and diversity on business relationships, successful negotiation strategies and promotion of the organization through media relations.

Emphasis will be placed on the employer鈥檚 role at all levels in improving customer relationships by creating a customer-focused organizational climate.

At the end of the course, participants will be able to (but is not limited to):

• Outline the concept & importance of Customer Relationship Management as well as the various methodologies involved with managing relationships with customers.
• Outline the importance of the steps in the Service Value Chains
• Understand CRM technologies, the role of customer related databases and the successful delivery of CRM outcomes.
• Evaluate the phenomenon of customer loyalty, and the tools used for efficient allocation of marketing resources to maximize customer value.

This course is NOT currently听accepting individual applications.