Advanced Options:
3. Customer Relationship Management
QF Level ( 1234567 )
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3. Customer Relationship Management
QF Level
Code
Name
QF Level:
Level 1
No Item
QF Level:
Level 2
Code:
ITCSCR201A
Name:
Undertake general administrative work for accounts services
QF Level:
Level 3
Code:
ITCSCR301A
Name:
Gain customer commitment in buying products and services
QF Level:
Level 3
Code:
ITCSCR303A
Name:
Conduct market survey, customer needs and expectation survey periodically
QF Level:
Level 3
Code:
ITCSCR304A
Name:
Build and maintain customer relationship by conducting periodic sales call
QF Level:
Level 4
Code:
ITCSCR401A
Name:
Identify critical success factors and how success is going to be measured
QF Level:
Level 4
Code:
ITCSCR402A
Name:
Design and match company products and services for the different market segments that the company has elected to serve
QF Level:
Level 4
Code:
ITCSCR403A
Name:
Incorporate and fine-tune strategic proposals by other organisations such as outsourcing party
QF Level:
Level 4
Code:
ITCSCR404A
Name:
Devise organisation structure and manpower requirements for delivery of CRM strategies
QF Level:
Level 4
Code:
ITCSCR405A
Name:
Supervise the carrying out of loyalty marketing to increase customer loyalty and enhance CRM
QF Level:
Level 4
Code:
ITCSCR406A
Name:
Handle customer feedback and objection, and provide response with consultative advices
QF Level:
Level 4
Code:
ITCSCR407A
Name:
Recruit, train, reward, and motivate staff to enable successful delivery of the CRM strategy, enrich product knowledge of staff through outsourcing parties if applicable
QF Level:
Level 4
Code:
ITCSCR408A
Name:
Measure and manage customer value of selected customer base, devise motivation to retain and maximise their potential value to the company
QF Level:
Level 4
Code:
ITCSCR409A
Name:
Set up proactive procedures for customer fault management
QF Level:
Level 4
Code:
ITCSCR410A
Name:
Organise and review customer profile to acquire potential customers and add value to existing customers
QF Level:
Level 4
Code:
ITCSCR411A
Name:
Review "what we have" and "what we will have" for existing products services regularly to sustain customer satisfaction
QF Level:
Level 4
Code:
ITCSCR412A
Name:
Develop various promotion programmes to retain existing customers
QF Level:
Level 5
Code:
ITCSCR501A
Name:
Determine own CRM target positions in the market for all customer segmentation
QF Level:
Level 5
Code:
ITCSCR502A
Name:
Analyse and predict market trends for the specific industry
QF Level:
Level 5
Code:
ITCSCR503A
Name:
Analyse and predict customer needs to arrive at meaningful segmentations
QF Level:
Level 5
Code:
ITCSCR504A
Name:
Analyse and predict competitors vs. own standings on all fronts of CRM covering all customer segmentation - trend prediction
QF Level:
Level 5
Code:
ITCSCR505A
Name:
Identify potential major risks which may result with the strategy execution and devise appropriate risk mitigation plans accordingly
QF Level:
Level 5
Code:
ITCSCR506A
Name:
Formulate customer needs analysis and risk profiling
QF Level:
Level 5
Code:
ITCSCR508A
Name:
Formulate strategy execution plan with appropriate management oversight, regular check-back and strategy review processes
QF Level:
Level 5
Code:
ITCSCR509A
Name:
Formulate staff training at all levels for the established corporate CRM strategies
QF Level:
Level 5
Code:
ITCSCR510A
Name:
Develop programmes or activities to maintain and intensify customer relationship
QF Level:
Level 5
Code:
ITCSCR511A
Name:
Develop a customer-centric culture in the organisation and organisation memory of customers
QF Level:
Level 5
Code:
ITCSCR512A
Name:
Establish policies and guidelines for customer contact management including customer acquisition and retention programme
QF Level:
Level 5
Code:
ITCSCR513A
Name:
Develop policies, procedures, processes and preventive measures to handle customer mis-service recovery
QF Level:
Level 5
Code:
ITCSCR514A
Name:
Develop policies, procedures and processes to ensure customer data privacy is always protected
QF Level:
Level 5
Code:
ITCSCR515A
Name:
Identify alternative approaches to accomplish organisation CRM strategies
QF Level:
Level 5
Code:
ITCSCR516A
Name:
Identify procedure and processes to ensure customer perception of the company is consistently maintained and further enhanced
QF Level:
Level 5
Code:
ITCSCR517A
Name:
Set up measurement yardsticks / metrics / service level agreement (SLA) for customer satisfaction and quality assurance (QA)
QF Level:
Level 5
Code:
ITCSCR518A
Name:
Set up appropriate customer feedback channels including communication channel with outsourcing parties for conveying customer needs and recommending improvement proposals
QF Level:
Level 5
Code:
ITCSCR519A
Name:
Analyse customer feedbacks and / or UAT results, take appropriate actions to address and propose alternative follow up actions
QF Level:
Level 6
Code:
ITCSCR602A
Name:
Define and adopt the company ethical contents for CRM
QF Level:
Level 6
Code:
ITCSCR603A
Name:
Develop overall CRM framework covering all programme of activities from pre-sale to post-sale
QF Level:
Level 7
No Item
Note:
- The SCSs have been moderated by the Hong Kong Council for Accreditation of Academic and Vocational Qualifications (HKCAAVQ) to ensure consistency of QF level across industries.
- The contents of all SCSs will be updated regularly.
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