Section 1 : Forget CRM, Think MCR

Lecture 1 Introduction 2:49

Section 2 : Maximising Your Customer Relationships

Lecture 2 What It Is And What It Isn't 3:11
Lecture 3 Why It's So Important And How So Many Businesses Get It Wrong
Lecture 4 The 7 Key Ingredients Of Maximising Your Customer Relationships 5:17
Lecture 5 Introducing The MCR Model 4:5
Lecture 6 How Do Your Relationships 'Measure Up'- 2:14
Lecture 7 Review And Refocus Your Approach To Customers 13:43
Lecture 8 Developing Your Plan
Lecture 9 Do You Really Know Your Customers- 8:51
Lecture 10 How To Get To Know Them- Some Simple Steps

Section 3 : Giving The Best To Your Customers

Lecture 11 Establish Ties That Bind 1:54
Lecture 12 Get Personal
Lecture 13 Create Dialogue Not Diatribes 11:35
Lecture 14 Educate Your Customers And Add Value 4:56

Section 4 : Getting The Best From Your Customers

Lecture 15 Maximise Opportunities- Your Options 1:15
Lecture 16 Getting Them To Spend More 5:27
Lecture 17 Customers As An Extra Resource

Section 5 : Keeping It All Going

Lecture 18 Maximising Your Customer Relationships- Develop Your Plan Of Action 3:51