Advanced Client/Business Relationship Management

START:
November 22, 2017
DURATION:
2 Days

Address

18, Afolabi Aina Street, Allen Avenue, Ikeja Lagos.   View map

Program Overview

This program is designed to help participants explore the importance of client focus and relationship management. This course places particular emphasis on strategy and methods for developing and maintaining client relationships to increase profitability and retention.
Participants shall learn how to design client experience journey map, develop customer experience management strategy, identify and manage key account as well as acquire requisite skills to retain manage client relationship successfully.
Workshop Objective
This course enables participants to: develop the commercial awareness, activities and skills to retain and manage your business relationships with existing clients more effectively.
Learning outcomes
By the end of the course, delegates should have a practical understanding of how to:
 use a relationship management approach to build more business from clients

 maximise the effectiveness of contact initiatives, telephone calls and meetings

 capitalise on business opportunities with clients and contacts

 Secure an ongoing pipeline of business with existing, occasional and lapsed clients.

Who will benefit?
T

his course will benefit senior executive, marketing managers and directors whose role is to develop and/or retain existing clients.

Method of Delivery:

This is an instructor-led class session, with relevant industry case study analysis, group discussion, brainstorming and group exercise.

 

Duration: 2 Days

 

Program Outline

MODULE ONE: INTRODUCTION

  • What is Client Relationship Management
  • The difference between relationship marketing and selling
  • Client relationship depth and complexity
  • The Important of Relationship Management to Business Growth
  • The Roles and Responsibilities of a Relationship Manager

 

MODULE TWO: CUSTOMER EXPERIENCE MANAGEMENT STRATEGY:

  • Setting the strategic direction
  • Unpacking customer value
  • Bringing the voice of the customer into the business
  • Designing the customer/client journey
  • Creating a customer-centric organisation
  • Delivering

MODULE THREE: CUSTOMER RETENTION STRATEGY

  • The retention effect on business profitability
  • Client acquisition principles
  • Client management framework
  • Developing a client loyalty plan
  • Analytical methods to measure and evaluate customer retention and loyalty
  • Planning your Strategy: Planning contact strategies through the customer lifecycle
  • Planning Driving Client Loyalty with digital tools and social media engagement

 

MODULE FOUR: SUSTAINING RELATIONSHIP WITH VALUE INNOVATION

  • Continuous Value Innovation – The Blue Ocean Strategy Options
  • New product development (techniques and strategy)
  • Reason for new product development failures
  • NPD lifecycles and stages

 

MODULE FIVE: MANAGING STAKEHOLDERS EXPECTATION

  • Understanding your stakeholders
  • Credibility matrix – where do you sit now? What would your stakeholders say?
  • How do you show curiosity?
  • Building rapport
  • Now versus long term – getting both right
  • Influencing skills and styles

MODULE SIX: MANAGINIG KEY CLIENTS & ACCOUNT I

  • How to evaluate the fundamental attributes of a key account
  • Assign a tangible value to any account
  • Define clear roles and responsibilities of key account managers
  • Evaluate a client business environmental analysis
  • Create a client SWOT analysis
  • Develop a Competitor Matrix
  • Pareto analysis of accounts

MODULE SEVEN: MANAGINIG KEY CLIENTS & ACCOUNT II

  • Create a contact matrix and ensure all team members are aware of their roles and
  • Understand buyer motivation and how you can influence it
  • Maintain team focus ensuring account objectives and key tasks are meet
  • Recognise where influence and authority lies and its impact on account activity
  • Understand the importance of product development within a key account

 

MODULE EIGHT: EMOTIONAL INTELLIGENCE

  • EI Versus IQ
  • Managing Up
  • Empathy Skills
  • Dealing with Difficult Clients
  • Positive Attitude
  • Listening Skills
  • Assertiveness Skills

 

MODULE NINE: SOCIAL INTELLIGENCE

  • Conflict Resolution with Client
  • Client liaison skills
  • Managing client feedbacks and criticism
  • Giving bad news
  • Handling complaints & objections
  • Influencing and persuading clients
  • Negotiating win-win agreements with clients

 

 

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Contact Information

Address: No 18, Afolabi Aina Street, Beside Alade Market, Allen Avenue, Ikeja Lagos.

Tel: 01-2930669, 09038401501, 08033027439

E-mail: training@successdrives.net

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