Managing the Client Relationship

Course Content

This 1 day course follows on from Demand Planning and Demand Management for Improved Business Performance and can also be taken separately.

In order to encourage customer loyalty and repeat business it is important to build and maintain good working relationships with key customers. Do you have procedures in place to identify key customers, develop relationships and ensure that the potential of key accounts are maximised?

Topics covered in this course will include:

• Client leadership - identifying key clients; identifying business situations, researching and benchmarking; sales, consultative sales, and client relationship management; Capacity Requirements Planning (CRP) processes and systems, IT etc.
• Interpersonal relationships for client management – recognising types of people, analysing and developing relationships; developing and practicing the necessary skills and behaviours of relationship building and influencing
• Building the Customer Relationship Management (CRM) team - establishing a team brand; establishing ground rules and behaviours for team success; identifying the core and outer teams, networking with others; the client as part of the team
• Personal action planning