Customer Relationship Management - Manitoba Customer Contact Association

Customer Relationship Management

MCCA Required Course

Course Hours:

36 hours

Course Description:

Customer Relationship Management (CRM) introduces students to fundamental concepts, theories and practices of CRM. 

Experience a comprehensive examination of customer retention and value while exploring the importance of technology and relationship building strategies. With this course, you will master CRM principles as a leader within your organization.

Course Objectives

Upon completion of the course, students will be able to:

  • Identify the dynamics and economics of customer acquisition, retention, value and access
  • Understand how to evaluate the effectiveness of service deliveryand its impact on customers
  • Develop relationship building techniques
  • Demonstrate an understanding of how to execute a strategy that aligns human resources, business processes, and technology to assure a positive customer experience

 

Manitoba Customer Contact Association:

Carmen Ferris
Manager Education & Development
Manitoba Customer Contact Association
1000 Waverley Street
Winnipeg, Manitoba
R3T 0P3
Ph: 204-975-6467
Email: Carmen@mcca.mb.ca

University of Manitoba:

Student Information Services (SIS)
Extended Education
185 Extended Education Complex
University of Manitoba,
Winnipeg, MB R3T 2N2 Canada
Phone: 204-474-8800
Toll Free: 1-888-216-7011
Fax: 204-474-7661
Email: extended@umanitoba.ca

Operations Management 

Leadership Skills for Customer Service Managers 

Skills for Managing Customer Service Performance 

 

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