Fundamentals of Customer Data and Segmentation
2 days|Delivered on request
Fundamentals of Customer Data and Segmentation is built for delegates who need to be useful in this area quickly. It starts at first principles and works through negotiation in sales and objection handling without assuming prior specialist training. The programme exists because customer complaints are logged far more often than they are analysed, 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, customer retention and customer journey mapping in their own organisation.
What delegates leave able to do
- Make a decision about difficult conversations without waiting for a specialist, measured against consultative selling methodology
- Spot where customer retention is failing before it becomes a finding
- Review customer journey mapping and say plainly whether it is working
- Explain key account management to someone who does not do the work
What the course covers
- Negotiation in sales
- Objection handling
- Difficult conversations
- Customer retention
- Customer journey mapping
- Key account management
- Telephone and contact centre skills
Who should attend
- sales representatives
- contact centre team leaders
- key account managers
- customer service managers
