Copyright

Ch 4: Post-Sale Customer Relationship Management

About This Chapter

See how relationships with customers can be managed after initial sales with this comprehensive online chapter. The chapter can help you improve your customer relationship management skills for work, or it can be used to boost your performance in a sales or marketing class.

Post-Sale Customer Relationship Management - Chapter Summary

Even after sales are closed, it's still important to nurture relationships with clients. This chapter examines a variety of post-sale customer relationship management (CRM) concepts pertaining to customer service, loyalty, satisfaction, conflicts and complaints. You'll also learn methods and strategies for improving the overall customer relationship experience. Work through this chapter at your own pace, and be sure to take the accompanying assessments to master these CRM topics. The chapter is accessible 24/7, and you can use the Ask the Expert feature if you need any extra help with the material. By the end of the chapter, you should be able to:

  • Build customer loyalty
  • Implement a customer relationship management and customer loyalty programs
  • Improve retention by measuring customer satisfaction
  • Resolve customer service conflicts and complaints
  • Personalize the customer service experience
  • Evaluate marketing technologies for customer relationship management
  • Focus on customers through CRM
  • Use social media in your CRM efforts
  • Describe CRM in small business context
  • Anticipate potential CRM issues

11 Lessons in Chapter 4: Post-Sale Customer Relationship Management
Test your knowledge with a 30-question chapter practice test
Building Customer Loyalty With Good Customer Service

1. Building Customer Loyalty With Good Customer Service

Creating loyal customers is easier than you may think, and it's vital to develop skills for good customer service. This lesson outlines six key elements in delivering extraordinary service.

Implementing Customer Loyalty Programs & Incentives

2. Implementing Customer Loyalty Programs & Incentives

In the competitive marketplace, it can be difficult to build loyalty with customers and keep them coming back to your business. Implementing a customer loyalty program and offering incentives can help build your repeat business.

Measuring Customer Satisfaction to Improve Retention

3. Measuring Customer Satisfaction to Improve Retention

Customer satisfaction is the key to a successful business. This lesson will discuss different customer satisfaction measurements that can improve retention and build relationships with customers.

Resolving Customer Service Complaints & Conflict

4. Resolving Customer Service Complaints & Conflict

Dealing with customer complaints can be a challenging task, but when you have the tools to help you understand the customer's concerns and how to resolve them, the result can be a happy customer.

How to Personalize Customer Service

5. How to Personalize Customer Service

This lesson will review basic social interactions, body language, and utilization of empathy with customers. The lesson will also discuss providing customer service that is personalized.

Customer Relationship Management and Marketing Technology

6. 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

7. 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

8. 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).

Implementing Customer Relationship Management

9. 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.

Customer Relationship Management for Small Businesses

10. Customer Relationship Management for Small Businesses

Every small business needs a customer relationship management (CRM) system in place. This lesson will define customer relationship management and take a look at some challenges businesses face in using CRM and tips for overcoming them.

Potential Issues in Customer Relationship Management

11. 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.

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

Earning College Credit

Did you know… We have over 200 college courses that prepare you to earn credit by exam that is accepted by over 1,500 colleges and universities. You can test out of the first two years of college and save thousands off your degree. Anyone can earn credit-by-exam regardless of age or education level.

To learn more, visit our Earning Credit Page

Transferring credit to the school of your choice

Not sure what college you want to attend yet? Study.com has thousands of articles about every imaginable degree, area of study and career path that can help you find the school that's right for you.

Support