Customer Data and Segmentation for Non-Specialists
2 days|Delivered on request
Customer Data and Segmentation for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through service recovery and consultative selling without assuming prior specialist training. The programme exists because sales teams are frequently trained on the product and never on the conversation, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with difficult conversations, pipeline management and customer journey mapping in their own organisation.
What delegates leave able to do
- Bring difficult conversations into line with current good practice, measured against the Consumer Protection Act
- Improve pipeline management within their own organisation
- Take ownership of customer journey mapping rather than escalating it
- Explain customer retention to someone who does not do the work
What the course covers
- Service recovery
- Consultative selling
- Difficult conversations
- Pipeline management
- Customer journey mapping
- Customer retention
- Sales forecasting
Who should attend
- key account managers
- service desk staff
- sales managers
- sales representatives
