Building Customers Relationship for Competitive Advantage

Course Overview

This course is developed to build strong customer relationships, customer retention needs to be a top priority that is acknowledged and supported by everyone within the organisation to improve overall business performance. This training will examines methods for building customer loyalty, ways of nurturing trust and commitment, strategies to enhance customer relations, and ways of communicating effectively with customers.

The participant will be able to :

·       Identify and assess the key customer and each segment

·       Develop and create the customer relationship management system

·       Understand the customer management strategies and how to apply it

Duration

 3 days

Who Should Attend

·       Marketing Manager

·       Business Development Manager

·       Marketing Executives

·       Head of Department

·       Marketing staff

·       Customer Services officer

·       Professional who want to improve customer relationships

Course Outline

Day 1 - Customer Management

·       Customer Acquisition and Retention

·       What is Your Value Proposition for Each Segment?

·       Assessing The Needs of Your Key Audiences

·       Identifying Key Customers

·       Key Accounts and Developing a Customer-Centric Organisation

Day 2 - Customer Relationship Management

·       Listen and Deliver on Customer Needs

·       Managing The Moments Of Truth

·       Leading and Motivating Others

·       The Customer Loyalty Chain

·       Developing the Processes That Nurture Customer Brand Loyalty

·       Using Social Media to Engage With Customers

Day 3 - Customer Management Strategies

·       The Importance of Attitude, Teamwork, and Professional Development

·       Developing a Customer Service Training Program

·       Setting SMART Performance Goals

·       Coaching and Mentoring Strategies

·       Methods to Empower and Motivate Customer Service Employees