Customer Management Practice Exam

About Customer Management
Customer Management systems and applications (also known as CRM, or Customer Relationship Management) are used to capture, research and analyse information such as customer behaviour, buying preferences and demographics.

Customer retention and loyalty are important goals for successful companies. This business aim to retain and develop a core customer base. Good customer management enables companies to ensure the services they provide are in line with what the customer wants. Importantly, it can also identify further opportunities for growth.

At the heart of customer management is the customer database. Customer Data is an extremely valuable asset of any business. A business that has clean, correctly formatted and accurate data will be able to provide a good level of service as well as saving time and money.

Why is Customer Management important?
Customer Management is a strategy for managing all your company's relationships and interactions with your customers and potential customers. It helps you improve your profitability.
Benefits provided by Customer Management are
•    Better knowledge of customers.
•    Better segmentation.
•    Better customer retention.
•    Better anticipation of needs.
•    Better and speedier communication.
•    Better protection of data privacy.

Who should take the Customer Management Exam?
•    Customer service professionals
•    Business owners
•    Entrepreneurs
•    Innovators
•    Anyone who wants to assess their customer service skills
•    Customer service managers and senior executives
•    Customer service consultants
•    Professionals working in outsourced companies responsible for customer service
•    Anyone interested in customer service
•    Students

Knowledge and Skills required for the Customer Management

Candidates gain quick success if they have skills of critical thinking and good communication skills.

Customer Management Practice Exam Objectives

Customer Management exam assess your skills and knowledge in customer focus, needs, expectation and handling.

Customer Management Practice Exam Pre-requisite

There are no prerequisites for the Customer Management exam.

Customer Management Certification Course Outline

1. Customer Service
1.1 Who is Customer
1.2 Customer Service Basics

2. Customer Handling
2.1 Understanding Customer Behaviour
2.2 Customers Expectations
2.3 Building Customer Relationship

3. Customer Focus
3.1 What is Customer Focus
3.2 Customer Focus Elements
3.3 Customer Focus Levels

4. Customer Expectations
4.1 What is customer expectations
4.2 Why customer expectations
4.3 Types of Expectations
4.4 Expectations Model
4.5 Managing Expectations
4.6 Customer Latest Expectations
4.7 Getting Customer Feedback
4.8 Handling Customer Expectations

5. Customer Needs
5.1 Consumer Need
5.2 Understanding Customer Needs
5.3 Hulls Drives Reduction Theory
5.4 Maslow’s Hierarchy of Needs
5.5 McClelland’s Three Needs Theory
5.6 Consumer Motivation Concept
5.7 Values
5.8 Means - End Chain Model

6. Consumer Perception
6.1 Perception Basics
6.2 Elements of Perception
6.3 The Absolute Threshold
6.4 The Differential Threshold
6.5 Subliminal Perception
6.6 Process of Perception
6.7 What is value?
6.8 Choosing a Value Proposition
6.9 Dynamics of Perception
6.10 Perceptual Organization
6.11 Consumer Imagery

7. Consumer Attitudes
7.1 Attitudes
7.2 Models of Attitude
7.3 Attitude Formation
7.4 Strategies of Attitude Change

Exam Format and Information
Certification name – Customer Management Certification
Exam duration – 60 minutes
Exam type - Multiple Choice Questions
Eligibility / pre-requisite - None
Exam language - English
Exam format - Online
Passing score - 25
Exam Fees  - INR 1199