Customer Relationship Management

Objectives
To develop the skills required of an effective Customer Relationship Manager. Understand the benefits of high level CRM and the part it plays in client retention. Build excellent customer relationships.

Course Content
Personal Awareness:
personal authority
a self-perception inventory
recognising the effect you have on others
building on your strengths and addressing your weaknesses.

Relationship Management:
developing skills to maximise account potential
developing relationships
attitude, manner and further developing a strong business relationship.

Client Centred Needs Identification:
organisational business and strategic needs
a systematic approach.

Communication Skills:
understanding the process
identifying, assessing and using your own style effectively
the communication chain
avoiding breakdowns in the chain
conveying information effectively
clarity and brevity
dealing with misunderstandings
effective questioning and listening
delivering positive messages
implication of the telephone.

The Art of Being Persuasive:
the use of reason and logic
how to gain commitment
building trusting relationships
arguing a case appealing to logical or emotional responses.

Moments of Truth:
taking total responsibility for customers and their problems
dealing with difficult situations
knowing when and how to break the rules whilst protecting the interest of the business
exceeding customer expectations.

Customer Retention Management:
strategic importance
tactical considerations
dimensions of influence
understanding needs
needs anticipation
needs and expectations
reducing defections.

Internal Links:
working with the sales team
agreeing and setting the ground rules
working as a united team
dealing with conflict
ensuring open and honest two-way communications.

Action Plan:
participants plan and discuss what they will do on return to work.