All Resources

      • Customer Relationship Management - (4)

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


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


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


          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.


          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.