Artificial Intelligence in Customer Journey Mapping
3 days|Delivered on request
This programme examines how the practice is shifting, and what delegates should adopt, adapt or ignore. It works through customer journey mapping and negotiation in sales as they stand today and where they are heading. The shift is worth understanding because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with customer retention, needs analysis and upselling and cross selling in their own organisation.
What delegates leave able to do
- Spot where customer retention is failing before it becomes a finding, measured against consultative selling methodology
- Make a decision about needs analysis without waiting for a specialist
- Take ownership of upselling and cross selling rather than escalating it
- Review proposal writing and say plainly whether it is working
What the course covers
- Customer journey mapping
- Negotiation in sales
- Customer retention
- Needs analysis
- Upselling and cross selling
- Proposal writing
- Objection handling
Who should attend
- sales representatives
- sales managers
- key account managers
- contact centre team leaders
