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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Customer Journey Mapping Reporting and Analytics
Customer Experience and Sales|3 days|Classroom or live online
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
Fees
| South Africa | R13 000 |
| Elsewhere in Africa and the Gulf | USD 1 500 |
| Live online | USD 900 |
Per delegate, for the full 3 days. Covers tuition, course materials and refreshments. Excludes travel and accommodation. South African courses carry VAT at 15%; on deliveries outside South Africa the VAT position is confirmed on the quotation, because it depends on where your organisation is registered.
Scheduled dates
| 11 to 13 Jan 2027 | Lusaka | USD 1 500 |
| 1 to 3 Mar 2027 | Harare | USD 1 500 |
| 5 to 7 Apr 2027 | Accra | USD 1 500 |
| 3 to 5 May 2027 | Cape Town | R13 000 |
| 14 to 16 Jun 2027 | Pretoria | R13 000 |
| 26 to 28 Jul 2027 | Cairo | USD 1 500 |
| 23 to 25 Aug 2027 | Windhoek | USD 1 500 |
| 4 to 6 Oct 2027 | Johannesburg | R13 000 |
| 8 to 10 Nov 2027 | Online | USD 900 |
Dates are the published schedule at the time this page was printed. We also run this programme on request, and in-house for a full team.
How to book
Call 069 221 6943 or email info@isptrainings.co.za with the date and the number of delegates. We reply with a written quotation and an invoice. A registration is not a confirmed booking until we confirm it in writing.
Innovative Special Projects|Monday to Friday, 08:00 to 18:00 (SAST)