Theory of Customer Relationship Management (CRM)
Franchise Manager · Knowledge
Facilitated training Training towards QCTO occupational qualifications, delivered by your RMK facilitator, with workplace practice. Our QCTO accreditation is in progress. Learn in your community, with RMK facilitators.
Customers and customer relationship management (CRM) - Your customers: brand awareness, experience, and managing expectations
Customers and customer relationship management (CRM) - What is CRM: practice and software category
Customers and customer relationship management (CRM) - Franchise CRM compared to typical CRM; the hub-and-spoke model
Customers and customer relationship management (CRM) - Franchisor visibility into franchisee performance; best practices; franchise CRM tools
Customer services - Customer expectations: concept, determination methods, and importance
Customer services - Customer profiling: importance and methods
Customer services - Monitoring customer expectations: importance and methods
Customer services - Value proposition; service standards; the relationship between them
Customer feedback - Methods of obtaining customer feedback
Customer feedback - Processes for capturing and evaluating feedback
Customer feedback - Criteria for designing questionnaires
This module is part of the full programme
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