Service strategy and quality management

Customer Relationship Management

• 1 Introduction

  • CRM foundations and value
  • Types, aspects and strategy stages
• 2 Customer Care and Delighting Customers

  • Customer care, delight and expectations
  • Customer care programmes
• 3 Building Customer Loyalty

  • Loyalty foundations and factors
  • Attitudinal and behavioral loyalty
• 4 Customer Retention

  • Retention and customer life cycle
  • Retention strategies and complaints
• 5 Measuring Customer Satisfaction

  • Satisfaction measurement and service costs
  • Surveys and triangular relationship
  • Measurement tools and techniques
• 6 Customer Service Planning

  • Service concept, cost and value
  • Service strategy and quality management
• 7 Implementation of Customer Relationship Management System

  • Implementation considerations and problems
  • Problem prevention and implementation steps
• 8 Customer Data Management and Warehousing

  • IT, customer data and collection
  • Data warehouse components and steps
• 9 CRM Practice in Nepal

  • CRM evolution and global dimension
  • Nepalese implementation and future
  • Assigned project work
• 10 Project Work

  • Project requirement
  • Assignment and preparation