Training "Customer relationship management"
OBJECTIVE - to master skills and techniques of customer relationship management
TASKS:
- To gain the knowledge of building the client-focused company
- To structure the existing experience
- To acquire new skills of maintaining long-term relations with customers
PARTICIPANTS - sales department managers and staff
IN THE PROGRAM:
Development and construction of customer relations system - focus on consumer, customer retention and company profitability
Different approaches to customer relations - trust, commitment, satisfaction, uncertainty and dependence, relations symmetry, loyalty
Stages of building trust - trust equation, reliability components
Process of customer identification - data classification and integration
Calculation of client importance ratio - total value of the customer, customers segmentation, management of clients’ portfolio
Differences in customers’ needs - definition, categorization, understanding the needs
Strategies of interaction – integration of the touch points, scheme of customer value, interaction and dialogue management
Ways of interacting with customers – software, mechanisms of personalization, e-mail
The client's privacy – definition of the permissive marketing, five steps to the client’s consent, confidentiality
Technology of customization – configuration and differences, focus change from supply to demand, concept of values flow
Stages of customer - oriented technology implementation - the transition from product-... to customer - focused business, competence of personnel, pilot projects and gradual changes, conversion stages for different company divisions
SKILLS TO BE DEVELOPED:
Servility and analytical skills