Customer Satisfaction & Relationship Program

Customers are the most important part of any business. As businesses get more competitive and to obtain business sustainability, attention to customers becomes more focused on efforts to satisfy them and make them loyal. Businesses have admitted that customer satisfaction and loyalty will have a direct impact on business improvement and profits.�

Learning Objectives

• To understand the essence of customer satisfaction
• To understand the essence of customer loyalty
• To understand the connection between customer satisfaction and business profit
• Marketing activities to satisfy customer and improve customer loyalty
• To understand the essence of Customer Relationship Management program

Learning Coverage

Day 1

1. Customer Satisfaction
2. Customer Value
3. Servuction System
4. Service profit chain
5. 8Ps for customer Satisfaction

Day 2

1. Customer Loyalty
2. Customer Loyalty Ladder
3. Customer Relationship Management
4. Share of Wallet
5. Cross Sell and Up Sell

Learning Method

• Brief lecturing
• Concept application
• Group discussion

Participants

Middle managers and those who will or need to have a leadership function and responsibilities to achieve organization’s objectives.

Program schedule

• 22-23 August
• 7-8 November