Course Highlights

Here are some of the highlights for this course.

  • No application process, no pre-requisites, open to anyone

  • Learn at your own pace using a computer, tablet or smartphone

  • Take up to 90 days to complete the course

  • Receive a certificate of course completion and digital badge for successfully completing the course which can be shared on social media (e.g. LinkedIn, Facebook, Twitter), downloaded as a PDF, or even embedded in an email signature

About this Course

This course focuses on how to create and maintain strong customer and client relationships.

Learn about the importance of building and maintaining strong customer relationships, how to deliver more value to your customers, how to use a customer relationship management database, how to show appreciation to your customers, how to develop meaningful customer loyalty programs, and how to engage with your customers on social media.

Learners who successfully complete the course will earn a digital badge and certificate of course completion that can be downloaded and shared via social media. 

You will have access to the course for 90 days to work through the content.

Course curriculum

  • 1

    Welcome !

    • Before we begin...

    • Welcome and Course Information

    • Course Navigation

    • Learning Objectives

  • 2

    Lesson 1: Key Aspects of Customer Relationships

    • Lesson 1 Learning Objectives

    • Introduction

    • What are Customer Relations?

    • Customer Service vs Customer Relations

    • Importance of Positive Customer Relationships

    • Reflection Exercise

    • Competitive Marketplace and Relationships

    • Importance of Understanding Customer Expectations

    • How to Exceed Customer Expectations

    • Reflection Exercise

    • Personalizing Relationships

    • Exercise

    • Lesson 1 Summary

    • Lesson 1 Quiz

  • 3

    Lesson 2: Delivering More Value to Your Customers

    • Lesson 2 Learning Objectives

    • Introduction

    • What is Value?

    • How to Generate More Value

    • How to Add More Value

    • How to Focus on Customer Experience

    • How to Innovate

    • How to Innovate Customer Relationships

    • How to Communicate With the Customer

    • How to Receive Feedback and Learn From It

    • How to Act on Customer Feedback

    • Lesson 2 Summary

    • Lesson 2 Quiz

  • 4

    Lesson 3: Using a Customer Relationship Management (CRM) System

    • Lesson 3 Learning Objectives

    • Introduction

    • What is a CRM?

    • Terminology

    • How to Use a CRM

    • Exercise

    • Creating a CRM Profile

    • How to Create Tags

    • How to Monitor Activity in a CRM

    • How to Track Leads and Deals

    • How to Use a CRM for Marketing Campaigns and Messaging

    • Exercise

    • Lesson 3 Summary

    • Lesson 3 Quiz

  • 5

    Lesson 4: Showing Appreciation to Customers

    • Lesson 4 Learning Objectives

    • Introduction

    • What are Customer Loyalty Programs?

    • Types of Loyalty Programs

    • Common Issues with Loyalty Programs

    • Additional Issues with Customer Loyalty Programs

    • How to Tailor Customer Appreciation

    • How to Ensure Greater Value to Customers

    • Exercise

    • Tracking Important Dates for Your Customers

    • Reflection Exercise

    • Lesson 4 Summary

    • Lesson 4 Quiz

  • 6

    Lesson 5: Using Social Media to Engage with Customers

    • Lesson 5 Learning Objectives

    • Introduction

    • Key Terms and Concepts

    • What is a Brand?

    • What is Social Media?

    • Exercise

    • The Connection Between Brand and Social Media

    • How is Social Media Used to Build a Brand and Strengthen Relationships with Customers?

    • Different Social Media Platforms and Different Expectations

    • How to Research the Appropriate Online Community

    • Finding the Right Keywords

    • How to Create Relevant Content

    • How to Use Hashtags

    • How to Interact on Different Platforms

    • Lesson 5 Summary

    • Lesson 5 Quiz

  • 7

    Next steps

    • You're Almost Done

    • Before You Go...

Course Author

Course Author

Renée Gendron

Renée Gendron is principle/owner of Vitae Dynamics. She extends business consultation services to SMEs to help them develop their ecosystem, develop resources, and prosper. She also extends custom workshops to develop skills, leadership, and conflict resolution abilities. She is keenly interested in larger economic processes and systems, and facilitates an online course on social entrepreneurship for Sault College.

Reviews (coming soon)