Projects of customer relationship management (CRM)

  • Customer relationship audit (CRM audit)
  • Definition of key competences for customer relationships
  • Strategy of customer relationship development
  • Definition of key competences for positions in direct contact with the client – e.g. key account positions, positions at call centre, etc.
  • Creation of standards for conduct and communication
  • Training in the context of standards and objectives toward a specific customer segment
  • Special techniques – presentations, persuasion, negotiation, etc.
  • Repeated measurement of quality of customer service