Customer Relationship Management
What is customer relationship management?
Looking at customers.
Managing the customer.
Standards and continuous improvement in CRM.
CRM as a business process.
CRM, communication and people.
Negotiating with customers.
Conducting successful meetings with your customers.
Designing and delivering a successful presentation.
Course Designed For
Managers, supervisors, customer service representatives and anyone within an organisation who wants to better understand the techniques of building customer relationships and loyalty.
Maximum Number of Delegates
In-House Delivery Option Available
What is Customer Relationship Management?
Why focus on relationships?
How does CRM impact the organisation?
Why does the organisation need CRM?
CRM as a product
CRM as a process
Looking At Customers
Identifying your customer
Why do we need customers?
Integrating the customer
Generating a customer focused solution
Managing the Customer
Why manage customers?
Hierarchy of service
Information vs knowledge
Customer and culture
Characteristics of excellent CRM
Measuring customer service
Problems in CRM
Continuous improvement in CRM
CRM as a Business Process
Developing the relationship
CRM, Communication and People
Communication as a CRM activity
People and CRM
Negotiating with Customers
Identify and negotiate the best deal/outcome possible
Understand the key skills and processes necessary for successful negotiation
Recognise the different approaches to the negotiating process
Identify, develop and employ interpersonal skills
Work on individual strengths and weaknesses
Develop successful strategies
One-to-one and team-to-team negotiation
Clarity in Meeting Preparation
Creating meeting objectives that are clear and specific
Setting an agenda
Structuring the agenda - where to place the least and most important items
How to lobby for support
Collecting appropriate data from interested parties
Briefing minute takers and guest speakers
Lead an Effective Meeting
Personal qualities of meeting leaders
Creating an atmosphere where all participants will be able to contribute
Keep focused on the agenda and prevent the introduction of irrelevant issues
Controlling time wasting and disruptive influences
Forging an environment for open discussion
Formulating agreement from a variety of views
Guidelines for running short meetings
Controlling the Meeting
Taking a lead in the meeting
Ensuring everyone is aware of/agrees what is to be talked about
Ensuring relevant topics are covered
Summarising and agreeing action points
Action Points and Endings
Tips for making clear decisions
Gaining commitment through the delegation of action points
How to prevent the meeting drifting on
Learning to end with a focus on the future
Panic Free Presentations
The power of good preparation
Planning and contingencies
Content: distinguishing between information and data
Energy: how to channel nervous energy to positive ends
Practicing the performance
Dynamic Delivery - Adding Variety
Choosing the best available information
Maintaining interest - keeping the audience ‘hooked’
Stimulating curiosity - the key to motivation
Guide Price: £795.00+VAT 1st delegate. £595.00+VAT for 2nd + delegates