Centre for Customer Care and Relations Management (CCRM)

The main objectives of CCRM set out in the terms of reference prepared for it are as follows:

  • Identify specific training, research and consulting needs in the areas of CRM both in public and private sectors
  • Develop, market and deliver innovative, customer-focused  and quality training packages for both the public and the private sector customers
  • Offer various consulting service packages (including responding to demands) to support NASC’s customers for improvements in their organisational functioning and institutional capability
  • Design and undertake various research/case study projects to develop training materials and information base and improve research skills of NASC staff
  • Generate additional resources for NASC and enhance its earning capacity
  • Provide an organisational set-up for challenging work, creative thinking and innovative actions for NASC professional staff
  • Innovate and initiate better professional practices and present a role model for other functional units of NASC

Major Functions
The major functions of CCRM are described in terms of functional and thematic streams. Each is described below:

Functional Streams
CCRM has four core functional streams in the area of CRM. They are as follows:

  1. Training and development function (both institutional and in-company programmes)
  2. Consulting service function (for NASC’s customers in both public and private sectors)
  3. Research function (both inside and outside NASC)
  4. Systems development function (development and implementation of internal improvement programmes)

Thematic Streams
Develop and implement specialized type of programmes mainly in the areas of CRM. Specifically, this includes the following thematic streams:

  • Customer relationship management
  • Marketing (including market structure)
  • Customer interface / public relation
  • Customer care strategy
  • Customer identifications and their needs
  • Customer behaviours
  • Customer satisfaction
  • Customer service standard
  • Individualised relationship with customers
  • Handling customer complaints
  • Other thematic streams that are relevant to CRM