Customer Data and Segmentation for Managers
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers voice of the customer programmes and sales forecasting from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with service standards, complaint handling and customer retention in their own organisation.
What delegates leave able to do
- Take ownership of service standards rather than escalating it, measured against consultative selling methodology
- Spot where complaint handling is failing before it becomes a finding
- Bring customer retention into line with current good practice
- Put proposal writing on a footing they can defend to a reviewer
What the course covers
- Voice of the customer programmes
- Sales forecasting
- Service standards
- Complaint handling
- Customer retention
- Proposal writing
- Pipeline management
Who should attend
- branch managers
- sales managers
- service desk staff
- key account managers
- client relationship managers
