Skip to content
 

Telecoms Academy Navigation

CRM in Telecoms - Developing Customer Loyalty’

  • Course Name: CRM in Telecoms - Developing Customer Loyalty’
  • Duration: 2 days
  • Technical Level: 3

Programme

  • Customer loyalty within the evolving Telecoms market
  • The history of customer loyalty within the Telecoms market
  • The profile of the modern Telecoms customer
  • The Telecoms customer life cycle
  • Identifying the fundamental drivers for customer loyalty
  • Recognising the needs and wants of the new sophisticated customer
  • The role of customer service in building customer Life Time Value
  • Analyzing customer data and anticipating needs
  • Measuring customer satisfaction
    • The CRM system
    • Outline of the contact and communication needs of the Telecoms customer
    • Mapping the CRM technology system and the customer interface
    • The benefits of CRM to the customer and the business
    • Security and data protection issues associated with CRM
    • Requirements for the customer interface and the role of customer service
    • Ensuring consistency in data collection procedures
    • Implementing information security procedures
    • Data analysis and customer profiling
    • Strategies and practices for customer identification and verification
    • The role of the CRM system in building loyalty and increasing customer value
    • Identifying the issues affecting churn
    • Churn management systems
    • Complaint management processes
    • Using CRM to enhance the customer experience
    • The contact and communication needs of the Telecoms customer
    • Customers' evolving expectations for service
    • Factors affecting customer satisfaction
    • Issues that lead to dissatisfaction and create complaints
    • Recognising potential customer sensitivities about privacy and data accuracy
    • Proactive strategies for solving problems and resolving disputes
    • Accessing the CRM system and interpreting customer information
    • Capturing key information and protecting the integrity of the customer information system
    • Strategies for minimizing call durations and call wait times
    • Keeping the customer happy and minimizing churn
    • Identifying opportunities to serve the customer and earn their loyalty
    • The psychology of customer loyalty and its application in the current Telecoms market
    • Selling the most appropriate products
    • The emotions and mechanisms that lead to churn
    • Questioning the customer to understanding core motivations and satisfaction drivers
    • Defusing the angry customer
    • Escalation procedures and practices
    • Learning from complaints and anticipating trends in customer satisfaction
    • Educating the customer to use the most appropriate contact method and get the most out of their service