| Customer Relationship Management and CIAC- CRM Manager Certification Review 6-hour online training course, $895  |
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Overview
This web seminar provides leaders with the information they need to build customer relationships effectively. It begins by exploring key customer relationship management principles, including the value of customer satisfaction and loyalty, and customer segmentation. Measuring customer satisfaction is the focus of the second section of the course as it provides practical information on measurement methodologies and contributors to customer satisfaction. The course then transitions into establishing strategies that support organization-wide objectives and align people, processes and technologies with these goals. The fourth section of the course highlights the importance of a cross-functional approach to customer relationship management and places the responsibility for initiating this involvement squarely on the shoulders of the call center professional. The course’s final section includes actionable guidance on supporting customer relationship management with innovative technology, effective processes and essential employee development.
Attend this Web training course and experience exposure to world-class call center operations management methods and techniques with facilitation from leading call center experts. There will be quizes and exercises to reinforce the material, and participants will receive a comprehensive study guide with review exercises and reference lists.
Course Material
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Comprehensive self-study guide including:
- Course content
- Exercises
- Glossary
- Articles
- Multiple-choice quizes
- Assignments
Agenda
Part I. Customer Relationship Dynamics
Key Customer Relationship Management Principles
- Customer Relationship Management Terms and Definitions
- Key Principles of Customer Relationship Management
- The Value of Customer Satisfaction and Loyalty
- The Call Center's Role in Customer Relationship Management
- Customer Relationship Management in Government and Nonprofit Organizations
Defining and Segmenting Customers
- Drivers of Customer Expectations
- Identifying and Quantifying Customer Expectations
- Customer Valuation Alternatives
- Customer Profile and Segmentation Strategies
- The Call Center's Role in Customer Segmentation
Part II. Evaluating Service Delivery
Measuring Customer Satisfaction
- Customer Satisfaction Measurement Principles
- Sources of Customer Satisfaction Data
- Survey Methodologies
- Sampling and Analysis Principles
Contributors to Customer Satisfaction
- Identifying Contributors to Customer Satisfaction
- Isolating Root Causes of Dissatisfaction
- Measuring Accessibility Across Channels
- Interpreting Customer Feedback
- Leveraging Customer Feedback
- Barriers to Serving Customer Effectively
Part II. Relationship-Building Strategies
Establishing Effective Strategies
- Establishing Customer Relationship Management Objectives
- Common Organization-wide Objectives
- Supporting Call Center Objectives
- Components of an Organization-wide Customer Relationship Management Strategy
- Developing the Supporting Call Center Strategy
- Establishing a Supporting Operational Model
Aligning Resources
- Aligning People, Processes and Technologies
- Organizational Design Considerations
- Building Executive Sponsorship and Support
Part IV. Cross-Functional Leverage
Building Effective Cross-Functional Processes
- Communicating the Value of Customer Relationship Management Across the Organization
- Establishing Essential Cross-Functional Networks of People and Support
- Communicating the Value of the Call Center to the Organization
- Disseminating Business Intelligence to Appropriate Stakeholders
Part V. Supporting Technologies and Processes
Providing Enabling Technologies
- Customer Relationship Management Technologies
- Desktop Tools and Workflow
- Data Warehousing and Data Mining
- Designing and Improving Self-Service Systems
- Creating a Technology Migration Plan
- Maximizing System Acceptance
Establishing Supporting Processes
- The Components of a Quality Contact
- Fulfilling Brand Promises to Customers
- Managing Customer Complaints
- The Role of Business Rules
- Planning and Management Processes
The Role of Teams and Individuals
- Aligning Hiring and Training Initiatives
- Empowering People to Build Customer Relationships
- Individual and Team Performance Objectives
- Cross-Functional Teams and Accountabilities
The CIAC Certification Process
Our web-based study courses provide you with the tools to achieve industry recognized CIAC certification.
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Begin the course with a one-hour orientation session
- Understand the process of getting certified
- Learn test-taking hints and strategies
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Participate in five one-hour review sessions. Each session includes:
- More details on the most difficult material
- Weekly quizes to assess your readiness
- Questions and answers from you and your peers
- Get your questions answered throughout the week via ongoing access to the instructors
- Complete assignments and quizes to make sure you are ready
- Includes comprehensive handbook/study guide with review exercises and reference lists
Once the course is completed, you will have been exposed to the materials necessary to successfully pass the Customer Relationship Management portion of the CIAC operational certification (CCOM or CCMA) or strategic certification (CCSL or CCMC) examination. Taking a certification exam is optional. Information about the exams and their administration will be provided in class.
How to Participate in a Web Seminar
Use your Internet browser and your telephone to participate. No special software required! On the day of the seminar you will point your browser to a designated web page for the visual portion of the seminar and dial a 1-800 number for the audio portion of the seminar. (Outside of North America you will dial a direct access number.) You will be able to view the seminar presentation, participate in live polling, and ask e-mail questions through your computer. Your telephone will enable you to ask audio questions or comment on points made during the presentation.
Registration
Fees
The per student registration fee for this seminar is $895. Class is held
for one hour on each of six Wednesdays.
To register, use the "Book Now" button or please call (708) 246-0320
Seminar Schedule
| Apr 7-May 19, '10 | Wednesdays, 1:00 PM-2:30 PM EST | Online |
Class is held for one hour on each of six Wednesdays.
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dates & locations
Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the seminar. Multiple attendee registration discounts apply only to attendees from the same company attending the same (day and location) seminar.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $200. Or, you may transfer your registration to another member of your company at no additional charge. Registrants cancelling within fourteen days of the seminar will receive training credit, less administrative fees of $200 toward any other Resource Center seminar. There will be no refunds or credits for non-attendance.
In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.
Seminar agenda subject to change.
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