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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Business Development Reporting and Analytics
Customer Experience and Sales|3 days|Classroom or live online
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
Fees
| South Africa | R13 000 |
| Elsewhere in Africa and the Gulf | USD 1 500 |
| Live online | USD 900 |
Per delegate, for the full 3 days. Covers tuition, course materials and refreshments. Excludes travel and accommodation. South African courses carry VAT at 15%; on deliveries outside South Africa the VAT position is confirmed on the quotation, because it depends on where your organisation is registered.
Scheduled dates
| 16 to 18 Nov 2026 | Online | USD 900 |
| 15 to 17 Feb 2027 | Dar es Salaam | USD 1 500 |
| 5 to 7 Apr 2027 | Johannesburg | R13 000 |
| 17 to 19 May 2027 | Accra | USD 1 500 |
| 5 to 7 Jul 2027 | Gaborone | USD 1 500 |
| 16 to 18 Aug 2027 | Online | USD 900 |
| 4 to 6 Oct 2027 | Johannesburg | R13 000 |
| 1 to 3 Nov 2027 | Cape Town | R13 000 |
Dates are the published schedule at the time this page was printed. We also run this programme on request, and in-house for a full team.
How to book
Call 069 221 6943 or email info@isptrainings.co.za with the date and the number of delegates. We reply with a written quotation and an invoice. A registration is not a confirmed booking until we confirm it in writing.
Innovative Special Projects|Monday to Friday, 08:00 to 18:00 (SAST)