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Customer Relationship Management: Building Effective Customer Relationships for Superior Performance

Course Code:       MHC-609 Delivery Type:   Classroom
Course Length :   2 Days Price:                Onsite Only
 
Who Should Attend

This seminar is designed for middle and first line leaders of an organization who currently, or soon to be, involved in developing performance management systems for their organization; or those who need to know what to consider when deciding to undertake such an effort.
 
How You Will Benefit

One of the most challenging aspects of performance management is measuring how effective we are in serving our customers. The focus on building and sustaining effective customer relationships is one of the most critical responsibilities of any government manager. The Customer Relationship Management: Building Effective Customer Relationships for Superior Performance (MHC-609) course is a two day discussion on how to build and maintain critical relationships to create perpetual value for your customer(s). Scott Lochridge, author of CRM: How to get beyond the Hype, defines Customer Relationship Management as "a customer-centric business strategy that requires alignment among people, processes, and technologies to achieve growth and profit." To achieve the level of customer loyalty an organization necessary to compete in today's Federal environment, managers must understand and put into practice effective strategies that enables an organization to focus the attention of its people and assets on meeting customer needs. A participant in this course will benefit greatly through:

  • Latest on government customer-centric and performance management policy, and strategies for implementation
  • Up-to-date reference/course materials
  • Discussion of a proven, structured approach to building meaningful and lasting customer relationships
  • Presenters with actual experience in building and sustaining customer relationships within government organizations

 
What You Will Cover

  • Knowing Your Customer Base (Customer Needs Analysis)
  • Design Business Processes & supporting infrastructure
  • Design and deploy enabling technologies
  • Empower people to serve the customer
  • Monitoring performance and nurture your relationships

 
 
 
   

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