Ch 2: Customer Relationship Strategies & Maintenance

About This Chapter

Growing a successful business requires developing and preserving strong relationships with customers. Use this chapter to give your employees strategies they can use to implement customer relationship management (CRM) strategies.

Customer Relationship Strategies & Maintenance - Chapter Summary

The short lessons in this chapter closely examine customer relationship management to help your employees develop and maintain this business system in your company. Watching the videos will help employees understand:

  • How to implement customer relationship management
  • The relationship between CRM and marketing technology
  • Ways to use CRM to focus on customers
  • Best uses of social media in customer relationship management
  • Potential issues associated with CRM
  • The difference between relationship selling and traditional selling
  • How to cultivate long-term customer relationships

Tailor the lessons to suit your corporate training needs. Employees can watch the videos in sequence in a group setting to promote meaningful discussion about customer relationship strategies and maintenance, or they might view them independently on their computers or mobile devices. Use self-assessment quizzes and a chapter exam to gauge their comprehension of the lessons.

How It Helps

  • Strengthens customer relationships: The lessons in this chapter offer the tools your employees need to successfully implement CRM in your company and begin the process of developing and maintaining strong relationships with your customers.
  • Offers customer-centered marketing strategies: Employees can acquire targeted marketing strategies that enhance your company's social media presence, ensure you always know your customers' needs and understand how to market to those needs.
  • Increases profits: As your employees learn how to build better relationships with your customers, your flow of business can steadily grow, increasing profits for your company.

Skills Covered

Upon completion of this chapter, employees will be able to:

  • List the steps needed to implement CRM
  • Understand how customer relationship management is guided by technology
  • Describe the ways CRM helps companies become more customer-focused
  • Detail tips for successfully using social media in customer relationship management
  • Explain issues that could arise when using CRM
  • Share the benefits of using relationship selling instead of traditional selling methods
  • Discuss how customer service builds long-term customer relationships
  • Explain the use of ICT to maintain good customer relationships

8 Lessons in Chapter 2: Customer Relationship Strategies & Maintenance
Test your knowledge with a 30-question chapter practice test
Implementing Customer Relationship Management

1. Implementing Customer Relationship Management

Customer relationship management (CRM) is a critical business concept that is used to manage marketing, sales, and customer service functions. In this lesson, you'll learn about the main steps that are necessary to implement a CRM process.

Practical Application: CRM Implementation Infographic

2. Practical Application: CRM Implementation Infographic

This infographic will help you learn and retain the three main parts of a successful customer relationship management (CRM) system. You can use it for yourself, or post it in your workplace to share with others.

Customer Relationship Management and Marketing Technology

3. Customer Relationship Management and Marketing Technology

Customer relationship management helps companies retain customers and boost the effectiveness of their marketing strategies. Watch this video to see how customer relationship management is guided by technology to provide the most appropriate level of customer service.

Customer Relationship Management: Using CRM to Focus on Customers

4. Customer Relationship Management: Using CRM to Focus on Customers

Customer relationship management (CRM) is an enterprise business system that organizations utilize to acquire, enhance, and retain relationships with customers. This lesson explores how CRM helps organizations become more customer-focused and profitable by combining functional processes with business operations.

Social Media in Customer Relationship Management

5. Social Media in Customer Relationship Management

Social media has become one of the biggest ways organizations connect with their customers. This lesson will provide you with advantages and strategies for using social media to enhance customer relationship management (CRM).

Potential Issues in Customer Relationship Management

6. Potential Issues in Customer Relationship Management

When businesses collect information about their customers to improve service, they need to be careful that their efforts don't backfire. This lesson takes a look at potential issues with the use of customer information.

Relationship Selling vs. Traditional Methods: Definition and Purpose

7. Relationship Selling vs. Traditional Methods: Definition and Purpose

Promoting is an important method of communicating the benefits of a product or service. The traditional way of selling does not take into account developing a long-term relationship with customers and is more concerned with just making a sale. The proper way of selling in a marketing environment is relationship selling. This is concerned with solving customer product needs and delivering long-term customer service.

Cultivating Long-Term Customer Relationships

8. Cultivating Long-Term Customer Relationships

Learn how to cultivate long-term customer relationships and the importance of maintaining those relationships through team building, customer satisfaction, and communicating effectively.

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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Other Chapters

Other chapters within the Understanding Customer Relationship Management Basics course

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