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CUSTOMER RELATIONSHIP MANAGEMENT - CRM 04 | Área Comercial
04 | Commercial Area
Requirements
Notions on customer service

CRM or customer relationship management is marketing and technology integration, to provide the company with the most efficient and
integrated means to attend, recognise and care for the customer at real time. These data are transformed into information that allows the
customer acknowledgement and a personalised treatment to the customer.

CONTENTS
OBJECTIVES
Module 1 - Customer Relationship Management
At the end of this training course, trainees should have - Customer
acquired basic concepts on customer relationship - Consumer
management and will be able to identify consumer’s habits - Purchaser
and preferences, aiming at a better investment return.
- CRM

ADDRESSEES Module 2 - Evolution of Customers Expectations
- Customer Loyalty
Professionals with company management and strategic - Strategies for Keeping Customers Loyalty
decision-making responsibilities, based on the customer’s
habits and preferences; professionals acting in marketing
and computing areas. Module 3 - Market Segmentation
- Market Segmentation Concept
- Bases for Consumer Market Segmentation
- The Example of the Newsboy

Module 4 - Customer Behaviour
- Types of Customers
- Roles of Customers
- Factors Influencing Consumer Behaviour
- Psychology and Consumer Behaviour

INFORMATION

Hours: 30h
Time: See Training Plan
Material Delivered: Training Support Material
Training: Attendance Required
Regime: Working Hours / Post-Working Hours

METHODOLOGIES

Methodologies used by the trainer will be
expository, demonstrative and/or active, favouring
the latter whenever possible.

ANGOLA +244 225 400 399 | www.get-ao.com ∙ PORTUGAL +351 244 820 630 | www.get-pt.pt ∙ MOÇAMBIQUE +258 857 367 374 | www.get-mz.com 17