Managing Customer Data and Segmentation
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers key account management and difficult conversations from the position of someone who must review, approve and answer for the output. Managers carry this because sales teams are frequently trained on the product and never on the conversation, and the accountability does not delegate cleanly. Delegates leave able to work confidently with objection handling, customer retention and voice of the customer programmes in their own organisation.
What delegates leave able to do
- Review objection handling and say plainly whether it is working, measured against recognised service design practice
- Explain customer retention to someone who does not do the work
- Put voice of the customer programmes on a footing they can defend to a reviewer
- Take ownership of service level design rather than escalating it
What the course covers
- Key account management
- Difficult conversations
- Objection handling
- Customer retention
- Voice of the customer programmes
- Service level design
- Service standards
Who should attend
- sales managers
- key account managers
- branch managers
- client relationship managers
- sales representatives
