Building Customer Loyalty

Building Customer Loyalty

• Subject area:Business & Management Skills
• Course type:For employers

Course description
o Aimed at: Those responsible for building, managing and retaining multiple customer relationships
This course helps you differentiate key customers and manage them effectively in a competitive market and learn best-practice techniques to provide a high level of service.
Content
• What is needed for key account management and what makes an account manager successful?
• Know your role: assess, set goals, benchmark and bridge
• Know your competitors and how to gain the upper hand
• Persuasion and influence techniques
• Assess the â€-desirability†of different accounts and where to prioritise your efforts
• Identify the decision maker within the key account
• Engage with the buyers point of view to realise their needs
• Identify expectations and negotiate mutual goals â€" developing further business
• Manage change with your client
• Creating a contact programme & action planning

Final award
College Attendance Certificate

Entry requirements
none

Career steps
n/a

Code Campus Duration Start date Day(s) Times Fees
XSMF314P Milton Park 1 day 17 Nov 2009 Tue 9:30am â€" 12:45pm £60