Customer Relationship Management
Details
By the end of this program, participants will be able to:
- To understand your role in achieving good customer relationship management with a customer and/or stakeholders
- To understand the key skills needed to carry out successful customer relationship management, in order to build more productive & mutually rewarding relationships with customers and/or stakeholders
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
Special Offer
Schedules
| Tue, Fri | 09:00 AM — 04:00 PM |
| Tue, Wed, Thu, Fri | 09:00 AM — 04:00 PM |
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.
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