Customer records
Map a current situation involving customer records; separate facts from assumptions and identify questions that need clarification.
All programmesMarketing & Customer Experience / PM-MAR-003
Customer Relationship Practice
A practical programme in customer relationship practice, connecting working concepts with team decisions and relevant workplace examples.
About the Course
This programme develops a working approach to customer relationship practice in the context of customer needs and service outcomes. Participants move from understanding the main concepts to examining a case, testing alternatives and explaining a practical recommendation. The three modules focus on customer records, account planning and follow-up. Examples are selected after the training brief so that they reflect the responsibilities and experience of the participant group.
Course Objectives
- Explain the role of customer records and identify the information required for a reliable assessment.
- Use a structured worksheet to examine account planning and compare reasonable alternatives.
- Identify assumptions, missing evidence and implementation concerns related to follow-up.
- Prepare a customer improvement proposal and success measures for discussion with a marketing or customer-service team.
- Translate the exercise into a workplace action plan with owners, review points and measurable progress.
Who Can Benefit
- Marketing and account teams: apply customer records to their responsibilities through a guided case and a course-specific worksheet.
- Customer-service supervisors: apply account planning to their responsibilities through a guided case and a course-specific worksheet.
- Customer-experience and research professionals: apply follow-up to their responsibilities through a guided case and a course-specific worksheet.
Participant experience and learning needs are reviewed before the programme is confirmed.
Curriculum & Practical Work
Account planning
Compare two approaches to account planning; explain the expected benefits, limitations and information gaps.
Follow-up
Develop an action plan for follow-up; assign responsibilities and agree how results should be reviewed.
Learning Method
Short concept discussions, guided worksheets, group comparisons and instructor feedback, followed by a workplace action plan.
Educational programme. No professional accreditation is implied; specialist legal, engineering or tax advice requires qualified professionals.