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Paper 0417 551 11A

CUSTOMER RELATIONSHIP MANAGEMENT

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This unit covers the competencies required by a quality management Practitioner to manage customer relationships. The competencies include skills and knowledge for determining internal and external customers, developing organizational service charters, and developing a communication framework.

On completion, a candidate should be able to

  • Determine internal and external customers
  • Develop organizational service charter
  • Develop communication framework

Content

  1. 1

    Determine internal and external customers

    Determine internal and external customers

    1. 1.1

      Types of customers -Internal and external customers

    2. 1.2

      Customer requirements

    3. 1.3

      Statutory and regulatory requirements

  2. 2

    Develop organizational service charter

    Develop organizational service charter

    1. 2.1

      Understanding the products and services offered by the organization

    2. 2.2

      Customer and organization expectations

    3. 2.3

      Customer charter

  3. 3

    Develop communication framework

    Develop communication framework

    1. 3.1

      Organization information

    2. 3.2

      Communication channels

    3. 3.3

      Customer segmentation

    4. 3.4

      Monitoring and measurement of customer satisfaction

    5. 3.5

      Complaint-handling framework