Customer Journey Mapping Reporting and Analytics
3 days|Delivered on request
Customer Journey Mapping Reporting and Analytics focuses on the measurement layer: what to count, what it means and how to present it. Delegates work through needs analysis and consultative selling and the reporting built on top of them. The reporting layer matters because customer complaints are logged far more often than they are analysed. 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
- Explain pipeline management to someone who does not do the work, measured against recognised service design practice
- Put customer retention on a footing they can defend to a reviewer
- Take ownership of customer journey mapping rather than escalating it
- Make a decision about negotiation in sales without waiting for a specialist
What the course covers
- Needs analysis
- Consultative selling
- Pipeline management
- Customer retention
- Customer journey mapping
- Negotiation in sales
- Proposal writing
Who should attend
- customer service managers
- contact centre team leaders
- client relationship managers
- service desk staff
