The challenge facing organisations today is that customer are expecting more individual attention, responsiveness, customization and access, yet are not willing to pay a premium for these services. High customer expectations and lower exit barriers threaten to increase customer attrition. There is therefore need for a sound CRM approach that identifies the most profitable customers and prospects, and devotes time and attention to expanding account relationships with those customers through individualized marketing, re-pricing, discretionary decision making, and customized service.

An effective customer relationship management integrates internal processes and functions, and external networks, to create and deliver value to the targeted customers at a profit. A culture that embraces excellent customer service and relationship management requires appropriate training for the Managers responsible.

Who should attend?

• Customer Service and Relationship Managers
• Account Executives
• Marketing Managers

What delegates will learn

Delegates will learn how to;

• Apply the contemporary concepts and principles in customer relationship management
• Be familiar with the high level concepts of customer relationship management
• Apply grounding in “Consultative Sales” techniques – most notably how to avoid fall into the ‘Price Trap’ in negotiations with customers
• Understand the impact they have on customers, negative and positive
• Analyse their customer service process from end to end
• Build consistency through the use of service standards
• Make a 360 degree map of their organisation ‘s touch points
• Use a variety of techniques to develop a customer-focused culture
• Develop a clear understanding of the relationship between customer satisfaction, retention and loyalty, and how this impacts on the organisational growth.
• Draw up a personal application plan for implementation in own organisation.

What it will cover

Day 1 DAY 2 DAY 3