Superior Customer Relationship Management

This module is designed to enable delegates to enhance their skills and knowledge in dealing effectively with customers.  It focuses on the importance of understanding customer needs, expectations and aspirations, both as individuals and as business contacts and leverages that understanding to build a relationship that adds value to the customer whilst meeting the strategic and commercial needs of the delegate’s company.

Learning outcomes:

At the end of the course, delegates will be able to understand:

·       The rationale for CRM and its particular importance in today’s competitive business environment

·       The importance of portfolio management as a comprehensive and pro-active business development tool

·      The positioning of the relationship manager as a trusted advisor in anticipating, identifying, and satisfying customer needs profitably

·        The practical customer-facing skills that distinguish a high performer

·        The role of teamwork in optimizing  a business’ capability to deliver a wide range of solutions to its customers

And be able to:

·       Recognise the strategic importance of managing relationships in a competitive marketplace

·       Understand from a customer's perspective the value sought from a business relationship

 Typical content:

·       Who are the customers?

·       Do customers want a relationship?

·      What is CRM and if it’s so hot why isn’t everybody doing it?

·        Touch points and value points – “perception is all there is”

·        Competitor analysis

·     The essence of marketing strategies and game plans

·       Recognising and rewarding performance

·     Effective relationship management

 

Fee - £260 Includes lunch / refreshment

One day course

Available Dates       Book online now

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