PWM-Retail: Customer Experience Management (Level 1)

About This Course

This course is only for the low wage workers in the PWM-Retail Sector.
Customer Relationship Management covers key concepts and best practices to help course participants understand how to effectively manage and maintain relationships with customers. Specifically, the topic focuses on segmentation of a customer base, applying collected data to create personalised customer interactions and experiences, gain insight into customer behaviour, preferences and buying patterns, plus identify tasks that can be automated by combining data gleaned from multiple customer touchpoints.

People and Relationship Management provides further clarity in navigating relationships between both external and internal customers. This can include interactions in various settings between colleagues, supervisors, clients, customers and other stakeholders. This topic highlights how strong relationships between colleagues, supervisors and employees can lead to increased productivity, job satisfaction and motivation. The online quiz and practical assessment will round off both topics with course participants applying the various concepts learnt to a real-world scenario / case study.

A sales assistant’s ability to gain information regarding customers’ preferences and add it to extracted data gleaned from CRM software can help retailers decide on their eventual product mix. Visual merchandising assists in creating optimum displays that can potentially attract the right target audience, maximise sales and simultaneously heighten brand image.