Customer Relationship Management or CRM is becoming quite a buzzword. But what does it mean in practice?

This one-day workshop will be beneficial for middle and senior managers who want to get beyond the jargon and explore ways that they can improve the ways they listen to their customers and build that feedback into their organisations.

If you are one of those managers, then this interactive workshop will introduce you to the principles of CRM as well as giving you a number of practical techniques you can use with your own organisations.

These principles and techniques will increase your understanding of your customers and their needs and expectations. We will also explore how you can build a robust delivery of your services that will impress your customers.

Topics include

• the different types of customers
• the difference between customer, citizen and consumer
• an organisational model to look at how organisations deliver services
• the fundamentals of conducting a robust customer survey
• using customer feedback to improve your policies or processes
• the fundamentals of Customer Relationship Management

  COST

  $125 (Members)
  $200 (Future Members)

  CANCELLATION POLICY:

  CANCELLATIONS MUST BE RECEIVED IN WRITING 72 HOURS PRIOR TO THE COURSE IN ORDER TO OBTAIN A REFUND. NO SHOWS WILL BE CHARGED THE FULL AMOUNT

  PARKING

  Parking is available behind Food For Thought/The Bistro on Mary Street.

  INTERNATIONAL INSTRUCTOR:

  Acting as independent Change Consultant since 2000, Jim works with a variety of public and private sector organisations, supporting them through a number of focused interventions, at an individual, team, process and organisational level.

  Jim is known as one of the leading authorities on practical applications of the European Foundation for Quality Management [EFQM] Model and, in particular how to integrate People skills with effective Process Management.

  Starting in the Aircraft industry, Jim’s initial background is in Manufacturing. After holding several posts in Africa and the Caribbean, he became the Training Manager for the IBM Dealer in the Cayman Islands. Jim then took on the post of Total Quality Manager for Cable and Wireless. Here, he was responsible for introducing and implementing the principles of Total Quality.

  Promoted to a Regional post in the London Head Office, Jim initiated, supported and coordinated improvement activities across 22 countries and 28 Business Units – stretching from Bermuda to the Falkland Islands. It was here that Jim first came across the ideas of planning and implementing improvements against an holistic model, initially using the Baldrige model and then later the EFQM Model of Excellence.

  Jim left Cable and Wireless in 1994 and joined a leading UK Management Consultancy. He then went solo in 2000 and has supported a wide variety of organisations in Europe, Africa and the Caribbean.
  
  
  Directions:
  Macdonald Square Building, 2nd floor
  51 Fort Street
  Next door to the George Town Town Hall
  Across the street from the Library

  Parking available behind Food For Thought/The Bistro on Mary Street
  
  

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  For general inquiries email us at:  [email protected]