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Customer Relationship Management and Marketing For Result Course

By: LCL Coaches Consultants  

Lagos State, Nigeria

28 - 30 Sep, 2020  3 days

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NGN 115,000

Venue: Interactive Online Live / On-Site Live in Lagos

Relationship marketing is a facet of customer relationship management (CRM) that focuses on customer loyalty and long-term customer engagement rather than shorter-term goals like customer acquisition and individual sales. The goal of relationship marketing (or customer relationship marketing) is to create strong, even emotional, customer connections to a brand that can lead to ongoing business, free word-of-mouth promotion and information from customers that can generate leads

Course Benefits

This course is designed to:

  • To enable participants to understand CRM and its benefits
  • To assist participants in managing contacts, leads, and opportunities
  • To integrate information in marketing, customer support, service, accounts, and management
  • To develop strategies for optimum interaction between the organisation and the customer
  • To improve individual and group performance through building better business relationships

Contents

Day One

  • Understanding CRM -what it is, and what it isn’t
  • Establishing relationships with customers that are professional and productive
  • Maximizing customer value
  • Finding your champions
  • Assessing and defining customer needs on an ongoing basis
  • Managing your relationships internally and externally
  • Meeting Expectations
  • Setting Standards
  • SMART Goals
  • Telephone Techniques
  • Communication Skills
  • Dealing with difficult people
  • Steps to Problem Solving
  • Resolving Conflicts
  • Service PRIDE
  • Acting Assertively
  • Managing stress

Day Two

  • Understanding marketing, intelligence, sales, and relationships
  • Marketing is everyone’s job
  • Account Strategy:
  • Account Mission Statement
  • Account Goals
  • Product Volumes
  • Revenue Targets
  • Resource Decision
  • Relationship Strategies:  
  • Customer Targeting
  • Key Events
  • Measurement Guides to Assess Relational Depth
  • Working as a Team

Day Three

  • Personal Selling Results:
  • High-Performance Selling
  • The World-Class Marketer
  • Selling v. Marketing
  • Life-long Relationship:
  • Short/long term opportunities
  • Key players/priorities/politics
  • Areas of weakness/vulnerability
  • Economics of the business
  • Conducting a Relationship Audit:
  • Evaluating the Partnership
  • Account Contacts
  • Level of Trust
  • Sharing of information
  • Knowledge of Lifestyle/Social Contact
  • What A Poor Relationship Manager looks like
Interactive Online Live / On-Site Live in Lagos Sep 28 - 30 Sep, 2020
NGN 115,000.00
(Convert Currency)

Mr Olusina Lajorin 08033241313, 09026713101

Group Discount apply
Executive Coach Olusina Lajorin
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