Home > Courses > PWM-Retail: Customer Experience Management (Level 2)

PWM-Retail: Customer Experience Management (Level 2)

Name: PWM-Retail: Customer Experience Management (Level 2)
Price: 72 SGD

Training Provider: Institute of Technical Education

Course Reference: TGS-2023020865

S$72

Original: S$240

Save S$168

About This Course

This course is only for the low wage workers in the PWM-Retail Sector.
Upon completion of the modules, participants will be equipped with the fundamental knowledge and skills to scaffold more complex tasks such as inventory management, customer loyalty, sales target management and retail administration. Here, course participants will be able to effortlessly navigate between utilising the data sets churned from CRM and apply it to their planning and promotional schedules. This will empower retail staff to contribute holistically to the brand’s growth and gain better insight into consumer buying patterns.

Customer Relationship Management Operations (Level 2) looks into measuring the effectiveness of CRM efforts in a given retail scenario, allowing course participants to become familiar with key CRM Metrics, such as customer retention rates and return on investment (ROI).

In addition, course participants will also learn about the ethical considerations involved in managing customer data in a responsible and compliant manner. The future of CRM looks into current trends and future directions within the CRM field.

Data Analytics provides a holistic approach of the types of data that are commonly analysed in retail and business problems that data analytics can help to solve. This section includes case studies or examples of how data analytics have been used to solve real-world problems in retail such as customer segmentation and price optimisation.

Customer Loyalty provides an overview of what defines loyalty in customers towards our brands and how best to measure it.

Consequently, fostering customer loyalty will teach course participants on recognising how they may implement loyalty programs within their own organisations, offer personalized experiences, provide exceptional customer service and build emotional connections with their customers.

What You'll Learn

Upon embarking on Level 2 modules, participants will harness the required expertise to professionally fulfil the assigned tasks, such as enhancing their in-store customer relationship management operations and loyalty. With the inclusion of data analytics, the person-in-charge will be deemed competent in handling both the essential front-of-house and back end operations of any retail organisation.

It is aligned with the national vision of improving the retail and other service-related sectors by 2030 and stream-lining overall entry criteria in the services sector.

The PWM Job Role allows for a more stream-lined and targeted progression pathway, thereby increasing the levels of entry into the retail industry and allowing employees to systematically chart their advancement into higher-level supervisory and managerial positions in due time.