Digital Transformation in Client Relationship Management
3 days|Delivered on request
This programme examines how the practice is shifting, and what delegates should adopt, adapt or ignore. It works through service standards and customer retention as they stand today and where they are heading. The shift is worth understanding because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with sales forecasting, key account management and service recovery in their own organisation.
What delegates leave able to do
- Explain sales forecasting to someone who does not do the work, measured against the Consumer Protection Act
- Make a decision about key account management without waiting for a specialist
- Bring service recovery into line with current good practice
- Take ownership of pipeline management rather than escalating it
What the course covers
- Service standards
- Customer retention
- Sales forecasting
- Key account management
- Service recovery
- Pipeline management
- Difficult conversations
Who should attend
- service desk staff
- key account managers
- sales representatives
- sales managers
