Customer Relations - School of Business

I - GENERAL INFORMATION

Today, the customer profile and behavior in the target audience of sales and marketing is in great change. First of all, it is necessary to understand these changes in the customer that cause this.

Seller behaviors and marketing approaches focused solely on their own interests and characteristics have long since taken their place in the dusty pages of history. 

Nowadays, there are companies that understand their customers, analyze and care about their psychological characteristics, respect their purchasing behavior and characteristics, integrate the new marketing approach with professional salesman behavior, and aim for perfect service. People and institutions that have acquired this will only be able to continue their existence. Keeping customer satisfaction at the highest level is only possible with a perfect service approach.

II - PURPOSE OF EDUCATION

The purpose of this program is; Participants gain the awareness that the company is represented in every relationship with the customer. Explaining to the participants what behaviors to do and how to represent the company in the best way.

III - EXPECTED GAINS FROM EDUCATION

At the end of the training, participants will see how their own behavior affects business results, they will learn what to do to create a good impression in customer meetings and maintain the relationship, their business relationships will improve and they will continue their work in better cooperation.

Thanks to the established relationships and trust environment, the company will be represented accurately and better, and it will be easier for the company to achieve its goals.

IV - EDUCATIONAL CONTENT

   1. Customer Focus

    • Changing Customer Profiles and New Expectations

    • Customer-Focused Corporate Culture and Vision

    • Customer-Focused Structuring

   2. What is CRM (Customer Relationship Management)?

    • Operational CRM

    • Strategic CRM

    • Analytical CRM

   3. CRM and Marketing Relationship

    • Customer Segmentation

    • Segment Management Models

    • CRM Tactics

    • Campaign Management

    • Customer Loyalty and Profitability

    • Relationship Models and Loyalty Programs

   4. Perfect Customer Relationship

    • Who is the customer?

    • Face to face communication with the customer

    • Telephone communication with the customer

    • Written communication with the customer

    • Reflecting the corporate image to the customer