International Institute of Technology & Management
56/2 Lake Circus(3rd Fl.), West Panthopoth, Dhaka 1205
(West of Square Hospital, West Panthopoth)
Ph: 01196023503, E-mail: iitm_training_groups@yahoo.com
Workshop on Customer Retention & Relationship Management
Date: Friday, January 11, 2008
Time: 9 A.M. - 5.00 PM
Registration Fee: Tk. 1950/- per person
Resource Person: KAMRUL HASSAN
An MBA degree form IBA, Dhaka University, an IIT,
Kharagpur graduate in engineering with .
Nine years of work experience in a number of
organizations both in the corporate and
nationalized sector, primarily in the domain of
training.
Six plus years of teaching experience in some of
the leading private universities of Dhaka.
SUMMARY
A good customer ensures you a flow of revenue and profits;
recommends you to friends, relatives, and colleagues; tries out your
new products; and keeps you in business. According to Harvard
Business Review, "It is 6 -7 times more expensive to gain a new
customer than to retain and existing customer". This workshop will
discuss a very important aspect of business success: acquiring,
retaining and developing long term profitable customer
relationships. A satisfied customer will come back and will bring
more customers and increase your profits. Similarly, managing the
customer retention process is the fundamental strategy that ensures
long term sustainability and, therefore, significant effort needs to
be imparted to understand this process.
If customer service and satisfaction is an essential part of your
business, this relationship workshop on CRRM is vital for you and
your team members. If want to make a significant contribution to
their company's image or bottom line and make their own lives
easier, this training program is for you.
OBJECTIVES
Make participants aware about the impact of customer relationships
towards company's profit
Discuss the importance of CRRM strategy
Discuss the ways a company can improve customer relationship by
making it everyone's job.
Present the customer relationship best practices and discuss ways to
put them into practice.
Introduce IT centric customer Retention & relationship management at
organizational level for optimum efficiency.
ADVANTAGES OF CRRM
Provide better customer service
Increase customer revenues
Cross sell/Up Sell products more effectively
Help sales staff close deals faster
Simplify marketing and sales processes
TARGET GROUP
Marketing, Sales and Customer support/retention managers and
executives
Entrepreneurs with strong interactions with customers.
Executives and those who are involved directly or indirectly in
interacting with customers.
Any Interested individual customer relationship management.
(Please note that participants will be provided with certificates,
study materials, lunch & refreshments, bag )
Training Approach
Carefully designed course modules will be presented through
discussion with accompanying graphic and textual presentations.
Appropriate handouts will be provided
Multimedia and other necessary aids will be extensively used
throughout the sessions
Others Trainings in January & February 2008-
1) CSR practices in a competitive market - January 25, 2008 (Dhaka)
2) Marketing Techniques for ensuring Effective Selling- February 1,
2008 (Chittagong).
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