Customer Retention Strategies
Course Code - BC-309 Duration - 1 Day
Customer Improvement Strategies are increasingly recognised as being fundamental within a successful and profitable company. However, approaching this issue in an 'ad-hoc' manner is very draining on resources of time, personnel and money. To gain and keep customers, service or solution based companies must now embrace the concept of building strategic customer relationships throughout the organisation.
Adopting a strategic approach to building customer relationships means more than Customer Care, it means in-depth understanding of your customers' business processes, customising your approach to customers, team building and a willingness by everyone who deals with your customers to share risks, rewards and responsibility.
Customer dissatisfaction often arises when the supplying organisation is unaware of the need to manage the customer relationship and to see this process within the context of an overall sales strategy. Customer satisfaction is measured by the perceived quality of service delivered. This requires a very clear understanding by everyone involved in the supplier-customer chain.
Furthermore, the delivery of a good customer strategy is totally dependent on clear customer care between colleagues working within your organisation.
Who Should Attend
This course is applicable to everyone in an organisation, who by definition has a specific role to play in customer contact or service delivery.
Why have a Strategic Approach?
What Fundamentals are Right for you?
The Internal Customer
The Building Blocks of a Strategy
Developing a Solution - A Workshop
Managing the Customer Relationship
Aligning Customers' Expectations
Everyone can Solve Customers' Problems