Strategic Customer Data and Segmentation
5 days|Delivered on request
Strategic Customer Data and Segmentation looks at this work from the level at which it is resourced and defended. The focus is on upselling and cross selling, sales forecasting and how both connect to what the organisation is actually trying to achieve. This matters at the strategic level because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with service standards, service recovery and proposal writing in their own organisation.
What delegates leave able to do
- Take ownership of service standards rather than escalating it, measured against consultative selling methodology
- Put service recovery on a footing they can defend to a reviewer
- Bring proposal writing into line with current good practice
- Review negotiation in sales and say plainly whether it is working
What the course covers
- Upselling and cross selling
- Sales forecasting
- Service standards
- Service recovery
- Proposal writing
- Negotiation in sales
- Difficult conversations
Who should attend
- branch managers
- contact centre team leaders
- key account managers
- sales representatives
- sales managers
