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Details

Customer Relationship Management

Outline

Customer Relationship Management

  • What is CRM?
  • Why organisations undertake CRM
  • Features of good CRM

 

The Customer Relationship Management Role

  • Your role and responsibilities in customer & stakeholder relationship management
  • Building relationships with customers & stakeholders

 

Managing Your Customers' Needs & Expectations

  • Understanding customer's & stakeholder's needs & expectations
  • The four basic needs of customers, and how to identify them
  • The moments of truth with customers & stakeholders - the 4 P's
  • Understanding what your customers & stakeholders expect of you and your organisation, and managing customer & stakeholder expectations

 

Communication

  • Communication skills of effective CRM providers
  • Building relationships with customers & stakeholders
  • Identifying and using non-verbal communication
  • Identifying customers & stakeholders preferred communication styles, and adapting your communication style to influence them

 

Active Listening and Questioning Skills

  • Use of questioning techniques to understand, establish & re-establish customer & stakeholder needs
  • Objectives - Expectations - Motivations
  • Developing empathetic relationships as a tool for effective influence

Speaker/s

A distinguished team of facilitators who are eminently qualified professionals has been assembled to lead discussions in course of the workshop.

Special Offer

5% discount for 3-5 participants and 10% discount for 6 and above number of participants from the same organization.
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Alpha Partners is a reputable firm of Training and Management Consultants with many years of corporate training experience in Finance, Accounting, Auditing, Banking, Management, Information Technology, Oil and Gas Sector, Security, Engineering, Public Relations, Secretarial Studies, Leadership, Marketing and other fields of human endeavour.

We are one of the leading players in the profession. Our firm, a multi-disciplinary one with highly talented, experienced and dedicated partners and staff who have experiences in different facets of working life was established in 1996 and has branches in Lagos, Enugu and Awka.

We offer a wide range of professional services, which covers audits, accounting, finance, taxation, ICT, security, engineering, insurance, human resources management, secretarial and consultancy services in all ramifications.

Our numerous clients attest to the high quality services we offer which contribute in no small measure in ensuring sound and efficient management of their resources.

Alpha Partners Training
200, Murtala Muhammed Way (3rd Floor), Adekunle BRT Bus Stop, Yaba, Lagos. Nigeria., Yaba - Lagos, Nigeria
+2348033045484
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