Module 4 : Developing the Relationship

Introduction The first part of this course looked at the principles underlying CRM and included some tangible examples of the ways in which they can be implemented.  The remaining sections of this course will focus on practical interpersonal skills useful in creating and maintaining relationships with internal and external customers. CRM, Communication and People As we established early on in this course, CRM is all about the interactions between customers and an organisation.  The firs...