MÜŞTERİ İLİŞKİLERİ YÖNETİMİ CRM UZMANLIK PROGRAMI
20-22 TEMMUZ 2006

● CRM, Customer Relationship Management’ın Açılımı mı ? Yoksa...
● 4P mi ? 4C mi ?
● CRM Ne Değildir ?
● Müşteri Payı mı ? Cüzdan Payı mı ?
● Yüksek Müşteri Sadakati Bize Ne Fayda Sağlar ?
● Müşteri Sadakat Formülleri...
● Müşteri Tatmini ile Müşteri Sadakati Arasında İlişki Var mıdır ?
● Müşteri Tatmin Düzeyi Nasıl Ölçümlenir ?
● Şirketimiz İçin, Bütün Müşterilerimizin Değerleri Aynı mıdır ?
● Müşteri Değeri Nasıl Hesaplanır ?
● Müşterilerimizin İhtiyaçları Farklılık Gösterir mi ?
Zamanla Değişir mi ?
● Müşterimiz ile Aramızdaki İletişim Nasıl Olmalıdır ?
● İdeal CRM Organizasyon Yapısı Nasıl Olur ?
● Yönetici / Yönetici Olmayan CRM Personelinin Sahip Olması Gereken Yetkinlikler Nelerdir ?
● Şirketimizin CRM Karnesini Nasıl Çıkartırız ?
● CRM Uygulamalarında Karşılaşabileceğimiz Engeller Nelerdir ?
● Şikayet Yönetilebilir mi ?
● Görevliler, Müşterileri Şikayet Etmekten Caydırmak İçin Neler Yaparlar ?
● Sekiz Aşamalı Şikayet Karşılama Süreci ve Şikayet Dostu Şirket Kültürü
● Çağrı Merkezi ve Kurumsal İnternet Sayfası Yönetimi
● Prosedürler ve Şikayet Cevaplama Planları
● “Ağzı Olan Konuşuyor” Problemi ve Süreç Dışı Müdahaleler
● Akıllı, Bilgili ve Tembel Olmanın Dayanılmaz Hafifliği
● Dünyadan ve Ülkemizden Başarılı / Başarısız CRM Örnekleri

Ayrıntılı bilgi için 0216 368 75 65 no´lu telefonu arayınız.

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Bilgen Hündür
İstanbul Üniversitesi İşletme Fakültesi
İnsan Kaynakları Yönetimi Programı
Yüksek Lisans Öğrencisi

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