| Duration: |
1 Day |
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| Designed for: |
Any member of staff who needs to forge successful relationships with internal or external customers. Ideal for sales personnel and their colleagues who provide sales support. |
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| Aims: |
To introduce the principles of successful customer relationship management. |
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| Objectives: |
At the end of the course, delegates will be
able to:
- Explain what customer relationship management is
- Assess target customers as potential long term partners
- Analyse the competition in order to differentiate the benefits of products and services
- Adopt a customer-centered view of the customer relationship
- Describe techniques for developing long term relationships with customers
- Identify opportunities to involve customers in product and service developments.
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| Content: |
- What is Customer Relationship Management
- Identifying different types of customer
- Different stages in customer relationships
- Finding out what the customer really needs
- Keeping the competition out of the relationship
- Building rapport
- Customer knowledge management.
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| Method: |
Delegates will receive reference material. The emphasis will be on enhanced knowledge, understanding and skills development gained through discussion, exchange of views and practical exercises. |
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