A business that wants to succeed in today’s global competitive market will have to move to Customer Relationship Management to ensure that it provides excellent customer service in order to ensure a loyal customer base. This empirical study validates the relationship between these aspects.. To review thereading material click here.

Education Aim:

The aim of this module is to provide an overview of the factors that impact customer loyalty in the context of long term insurance organizations and the critical role that a move by these organizations to Customer Relationship Management (CRM) will play in ensuring their long term sustainability.

Education Outcomes:

Upon completion of this module learners should:

1. Have a clear understanding of the concept Customer Relationship Management and its processes
2. Be able to identify 2 important components of customer relationship management
3. Have a clear understanding of the concept Customer Loyalty and its dependencies
4. Have a clear understanding of how communication and conflict handling impacts the relationship between the organization and its customers
5. Have a clear understanding of how an organisations’ communication and conflict handling impacts the customer loyalty.