Client Relationship Management Masterclass
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into proposal writing, service standards and the judgement calls that sit outside consultative selling methodology. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with service level design, pipeline management and voice of the customer programmes in their own organisation.
What delegates leave able to do
- Take ownership of service level design rather than escalating it, measured against consultative selling methodology
- Bring pipeline management into line with current good practice
- Explain voice of the customer programmes to someone who does not do the work
- Improve upselling and cross selling within their own organisation
What the course covers
- Proposal writing
- Service standards
- Service level design
- Pipeline management
- Voice of the customer programmes
- Upselling and cross selling
- Customer journey mapping
Who should attend
- branch managers
- key account managers
- sales managers
- contact centre team leaders
- customer service managers
