CRM is a process of changing customer behaviour by learning about customers’ need, establishing suitable relationships with customers and treating them differently on the basis of what is learnt from them for promoting the competitiveness of enterprises. DBI has been offered this course to familiarize these matters.

• Customer behavior and its importance, Customer and consumer insight analysis;
• Types of customers and their Behavior Model?
• Understanding the Psychology of Customers’ and their expectations;
• Organization design for Customer Behaviour;
• Importance of uncovering and developing customers’ need;
• What is customer value and how to create customer value;
• Customers’ expectation vs satisfaction? Way of capturing value from customers;
• Building profitable customer relationship and customer relationship management;
• Way of development customer relationship and managing customer relationship;
• Organization design for customer behaviour, Customer disposition funnel to meet up objectives;
• Key to improve customer service and negotiation skills; Characteristics of customer service;
• Impression over phone and physically for right image in terms of customer service;
• Key elements/skills of quality customer service; Customer service gap and bridging the gap.
• Question and Answer session.

Facilitator of this training is Khandaker Mohammad Zaman Hossain is an expert professional on Marketing, Sales, Leadership, Process, Business and Management Development. He has completed his Post Graduation on Marketing Management. He is a training Consultant. He had been serving as Deputy General Manager for the Development of Business of a German Multinational company. Zaman Hossain has a career history of more than 20 years, having experience on Business Development, Marketing, Sales, Key Account Management, Customer Relationship Management, Project Management (LEAN, Back Office, Sales) and Training. He also worked at Swiss Multinational company, SGS.

Tk. 3,000/- payable in favour of ‘Dhaka Chamber of Commerce & Industry’ by BEFTN/ Pay Order/ cheque. It could also be paid through bKash merchant number 01766018659 (Payment) with bKash charge Tk.50/-. Course fee includes refreshments, lunch, stationery, learning materials and excludes VAT and Tax.

The intending candidates may collect Registration Form from DBI Office for submitting to DBI after filling up duly or log on to https://forms.office.com/r/CkFLx5i3Bq for registration. Please contact at 01913745062 for more information.

Certificate will be awarded signed by the Secretary General, DCCI and the President, DCCI.