DAY 1
What is Customer Relationship Management?
- Why focus on relationships?
- How does CRM impact the organization?
- Why does the organization need CRM?
- Customer Relationship Management as a product
- Customer Relationship Management as a process
Looking At Customers
- Identifying your customer
- Internal customers
- External customers
- Why do we need customers?
- Customer expectations
- Integrating the customer
- Generating a customer focused solution
DAY 2
Managing and Measuring the Customer Relationship Management
- Why manage customers?
- Customer value
- 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, Communication and People
- Opening doors
- Conducting meetings
- Developing the relationship
- Communication as a CRM activity
- People and CRM
- Body language
DAY 3
Negotiating with Customers
- Identify and negotiate the best deal/outcome possible.
- Understand the key skills and processes necessary for successful negotiation.
- Recognize the different approaches to the negotiating process.
- Identify, develop and employ interpersonal skills.
- Work on individual strengths and weaknesses
- Develop flexibility.
- 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
DAY 4
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.
- Summarizing and agreeing action points.
DAY 5
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 and Dynamic Delivery – Adding Variety
- The power of good preparation
- Planning and contingencies
- Content: distinguishing between information and data
- Energy: how to channel nervous energy to positive ends
- Choosing the best available information
- Maintaining interest – keeping the audience
- Stimulating curiosity – the key to motivation
