Skip to content
 

Telecoms Academy Navigation

CRM in Telecoms - Developing Customer Loyalty’

  • Course Name: CRM in Telecoms - Developing Customer Loyalty’
  • Duration: 2 days
  • Technical Level: 3

Overview

In the Telecoms market competitive forces and changing customer expectations are presenting real challenges to customer loyalty and retention. CRM offers a number of proven tools for increasing customer satisfaction, increasing revenues and minimizing cancellations.

This practical course offers insights, strategies and techniques for building customer loyalty and winning more business in competitive Telecoms markets.

The course programme has been designed to provide a through overview of CRM systems and practices and their role in meeting the needs of the increasingly sophisticated Telecoms customer.

Who Should Attend?

This course is valuable for individuals who need to understand the key fundamentals of CRM and CRM system with relation to the Telecoms market.

Key Benefits

You will explore practical and proven solutions for increasing customer satisfaction and increasing customer value.

Course Objectives

  • Understand the key fundamentals of customer loyalty
  • Understand how customer expectations are fast evolving in the Telecoms market
  • Recognise key Telecoms customer groups and identify their needs
  • Map the structure of the CRM system and customer interface
  • Recognise the role of CRM in satisfying customer enquiries, handling problems and building customer loyalty
  • Put into practice data security and customer verification practices and processes
  • Understand the key influencing and communication skills required for best practice customer service
  • Identify opportunities for enhanced service and up-selling products
  • Recognise the key factors affecting customer dissatisfaction and adopt a proactive approach to meeting customer needs
  • Put into practice churn management procedures to proactively retain and win back customers
  • Access and navigate the CRM system and ensure the capture of accurate customer data
  • Protect the security and integrity of the CRM system
  • Educate the customer to use the most appropriate contact method and get the most out of their service
  • Handle complaints and efficiently resolve customer enquiries

Course Requirements

A basic understanding of mobile telecommunications would be an advantage, but is not essential.