• What is a relationship?
• Relationship quality
• Customer satisfaction, loyalty and business performance
• Researching the satisfaction-profit chain
• Relationship management theories

This training workshop is suitable for:

• Directors of Sales and Marketing
• Sales and Marketing Managers, Executives, Practitioners and Staff.
• Senior and Mid-level Managers who are involved in CRM programmes and system implementations.
• Staff who wish to understand the CRM landscape.
• Managers looking to take customer-centred strategies to the next level.

Upon completion of this training workshop, you will be able to:

• Analyse the concept of “a relationship”.
• Explore the quality of relationships.
• Understand what satisfaction means to customers.