Professional Customer Relationship Management
Attaining, Developing and Retaining Key Accounts
Attracting, developing and retaining key customers is a vital capability in a marketplace that is increasingly competitive, and constantly changing.
Customers are central to any business. Yet despite their significance, many organizations struggle to develop a formal management system of attracting, developing and growing
their key customers.
This program is a highly practical approach to customer management. Each participant will develop his or her own plan for managing their current or prospective customers. They will learn how to best attract new customers, and then develop them and grow them into profitable revenue sources.
Importantly, it will focus on how to deal with the challenging situations where customers are hostile, and how to turn such situations into opportunities—and, ultimately, valuable, long-term assets.
The Purpose of this Program
- To develop a key account management plan for themselves or their group
- To teach participants the mechanics of how to attract key customers
- To show how to retain key customers & develop them into substantial corporate assets
Program Objectives
By the end of the program, participants will know how to:
- Develop a key account management plan
- Segment customer groups
- Identify customer motivations
- Attract valuable new customers
- Build and develop enduring relationships
- Defuse hostile and difficult customer situations
- Convert customer service problems into increased business
- Prioritize accounts
- Re-establish relationships with cold customers
Program Duration
Two days.
What Makes this Program Different?
This program is both theoretical and practical, and ensures that its participants walk away with a decisive plan of action for their own work environment. The program also teaches new techniques and methods to identify, manage and capitalize on customer motivations as a key driver in the relationship management process.
Who Should Attend?
The program is suitable for people who deal directly with customers—such as sales, marketing and key account representatives.
I am interested in running this program for a group of people within my organisation. Please send me more information.
“This program will help you attract and retain customers by engaging with them on a level that fully satisfies their needs and motivations. It will help you develop and retain the ‘right type’ of customers.”