Client Relationship Management for Small and Medium Enterprises
3 days|Delivered on request
Client Relationship Management for Small and Medium Enterprises takes the discipline and works it through the constraints of this operating context, including negotiation in sales, difficult conversations and the compliance obligations that come with it. The sector framing is necessary because service recovery is usually the moment that decides whether a customer stays, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with sales forecasting, pipeline management and needs analysis in their own organisation.
What delegates leave able to do
- Review sales forecasting and say plainly whether it is working, measured against recognised service design practice
- Explain pipeline management to someone who does not do the work
- Spot where needs analysis is failing before it becomes a finding
- Take ownership of complaint handling rather than escalating it
What the course covers
- Negotiation in sales
- Difficult conversations
- Sales forecasting
- Pipeline management
- Needs analysis
- Complaint handling
- Customer retention
Who should attend
- customer service managers
- client relationship managers
- service desk staff
- branch managers
