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Relationship Management Masterclass

Relationship management is about creating and maintaining robust relationships with all the stakeholders in a business. Many organisations often times take existing customers for granted. The focus and resources are usually on attracting…

Introduction

Relationship management is about creating and maintaining robust relationships with all the stakeholders in a business. Many organisations often times take existing customers for granted. The focus and resources are usually on attracting new customers. Building relationships and effective account management form the basis for successful

Programme objectives

  • sales strategy in an organisation. This course focuses on ways to build successful stakeholder engagements especially with existing customers, close sales, retain business and increase referrals through the effective servicing and management of one-on-one relationships with clients.

What we cover

  1. Defining Client Relationships
  2. Understanding the Fundamentals of Relationship Marketing
  3. Understanding the Macro-Economic Framework/Competitor and Industry Analysis
  4. Differences between Transactional and Relationship Marketing
  5. Concept of Customer Retention
  6. Understanding and Meeting Needs/Expectations
  7. Understanding Customer Value, Profitability and Market Segments
  8. Understanding Customer Profiling
  9. Customer Relationship Levels and Tools
  10. Relating with Customers for the Long term
  11. Benefits of developing Strong Client Relationships (B2B VS B2C)
  12. Building the Right Relationships with the Right Customers
  13. Understanding Customer Profitability Matrix and Analysis
  14. Identifying Winning Customers/Key Account Management
  15. Communication and Relationship Building
  16. Developing Client Loyalty/Client Engagement models
  17. Identifying and improving your NQ (Network Quotient) through self assessment
  18. Valuing and acting on client criticism and feedback
  19. Measuring client satisfaction.

What participants will gain

  • Explore ways on how to be proactive with existing and new relationships by engaging in authentic interactions that are seen as valuable to the clients.
  • Highlight and explain the importance of CRM in company operations
  • Identify and explain roles involved in maintaining customer relationships
  • Identify and respond to customer’s needs, expectations and issues that both meet their needs and protect the interest of the organisation.
  • Leverage organizational structures in promoting an excellent customer service culture.
  • Initiate interpersonal communication with clients
  • Establish client relationship management strategies
  • Build and maintain networks for the long term.
  • Manage difficult customers and solve their problems.
  • Understand key roles of relationship managers
  • Show why satisfied customers ensure organizations consistently make profits.
  • Target Audience: Account managers/Client relationship managers/Sales executives