• Customer Relationship Management

        This section will aim to educate users in the skills and techniques required for effective customer and stakeholder relationship management.

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          Article

          CRM - principles, strategy, solutions, applications, systems, software, and ideas for effective customer relationship management

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          Article

          Writing complaints letters - examples of how to write good complaints letters.

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          Article

          Customer service, customer support and skills training guide, standards and customer service code of practice, and complaints handling tips, and poor customer service case study.

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          Folder

          Downloadable customer prospect priority matrix. Use this matrix to prioritise your customer or prospect investment and development activity. Use your own criteria to grade your A, B, and C products and customers/prospects (eg., size, growth potential, 'fit', value, margin, etc) and insert customers/prospects into the relevant boxes. Box numbers signify priority in terms of development investment and resource allocation (1 = highest, 5 = lowest). Dark boxes offer less return on investment. See also the Boston Matrix.