It is not enough to simply promise customer satisfaction or even to measure it. To succeed in today’s fiercely competitive, consumer-driven economy; every company must actively embrace and profitably act on the age-old premise that the customer is always right- at all time, across all channels and functions. If your company is successful with its CRM strategy, you can expect to rapidly gain a unique competitive advantage and you will have the customers on your side.
This (2) day seminar provide a concrete game plan for delivering optimal value to your customers through your approach to marketing, servicing, and communicating with them as well as through the traditional means of product, price, promotion, and distribution.
Seminar Objectives
- Discuss the value of how Customer Service aids in the creation of incremental revenue for the company.
- Define the role of Customer Service and its impact on customer loyalty and retention.
- Discuss the elements of the planning process that for a successful CRM initiative.
- Review how to redirect business focus and reshape organizational structure to place top priority on customer satisfaction and value.
- Discover the primary sources of customer expectations.
- Discuss how to create customer scorecards
- Identify the personality styles of customers, colleagues, and yourself.
Topics discussed during this seminar are:
- The CRM Process– What it’s really about
- Customer Understanding
- Customer Purchase Cycle
- Customer Needs
- Customer Interaction Opportunities
- Business Focus Transformation
- Customer Interaction Transformation
- Customer Loyalty and Value
- Customer-Focused Metrics and Analyses
