Fundamentals of Customer Journey Mapping
2 days|Delivered on request
Fundamentals of Customer Journey Mapping is built for delegates who need to be useful in this area quickly. It starts at first principles and works through customer retention and voice of the customer programmes 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 needs analysis, service standards and customer journey mapping in their own organisation.
What delegates leave able to do
- Improve needs analysis within their own organisation, measured against consultative selling methodology
- Bring service standards into line with current good practice
- Make a decision about customer journey mapping without waiting for a specialist
- Explain negotiation in sales to someone who does not do the work
What the course covers
- Customer retention
- Voice of the customer programmes
- Needs analysis
- Service standards
- Customer journey mapping
- Negotiation in sales
- Service level design
Who should attend
- sales managers
- key account managers
- service desk staff
- sales representatives
