Customer management

Customers are the lifeblood of any business so it is understandable that they should be the main focus of all your staff., We all know however that it is not easy in an environment where the competitive landscape is constantly changing, where employers now expect a more consultative sales approach and the ‘gaining and retaining’ of customers is increasingly difficult. Success within your employer-facing work will only be achieved by taking a new approach to customer management and through sales.

Customer relationship management is a business strategy that needs to be developed across your entire organisation, as customers do not understand the way your organisation is structured. Therefore customer relationship management (CRM) strategies should be in place to acquire, retain and develop customers successfully.

Materials

Case Study (4) | Guide (1) |

Case Study (Showing 4 of 4 available)

•   Effective customer care for employers - projects  (315 KB)
  Released: 23/08/2007 Downloadable file
  A report on how 8 improvement projects are embedding customer care related to Train to Gain services across their respective organisations.
  
•   Case studies: Putting customer relationship management systems in place  (64 KB)
  Released: 06/12/2007 Downloadable file
  Two case studies of colleges developing customer relationship management systems
  
•   Relationship management, account management and repeat business - projects  (294 KB)
  Released: 24/08/2007 Downloadable file
  This report describes approaches taken by 10 providers to converting employers into committed users of the Train to Gain services.
  
•   Case study: Sutton Coldfield College and effective customer care for employers  (75 KB)
  Released: 06/12/2007 Downloadable file
  Case study describing how a college developed customer service standards for employers
  

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Guide (Showing 1 of 1 available)

•   Strategies for tracking the customer experience  (143 KB)Downloadable file
  Points to consider in stages of customer experience
  

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