Business Development Reporting and Analytics
3 days|Delivered on request
Business Development Reporting and Analytics focuses on the measurement layer: what to count, what it means and how to present it. Delegates work through voice of the customer programmes and service level design and the reporting built on top of them. The reporting layer matters because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with pipeline management, customer retention and customer journey mapping in their own organisation.
What delegates leave able to do
- Take ownership of pipeline management rather than escalating it, measured against the Consumer Protection Act
- Explain customer retention to someone who does not do the work
- Spot where customer journey mapping is failing before it becomes a finding
- Review difficult conversations and say plainly whether it is working
What the course covers
- Voice of the customer programmes
- Service level design
- Pipeline management
- Customer retention
- Customer journey mapping
- Difficult conversations
- Service recovery
Who should attend
- sales representatives
- customer service managers
- sales managers
- key account managers
