Workshop On Managing Customer For Competitive Advantage
ability to find, satisfy and retain customers is at the very core of business
success. Many organizations are skilled at marketing to find and convert new
prospects. Far fewer understand how to make their customers loyal and keep them
coming back year after year.
this fast-paced training course in Kenya you will learn how to find and use the
right information to understand what your customers want and what will delight
them. When you know what drives loyalty, the key to success is in rigorously
providing what they want and looking for any changers in needs and
expectations. You will learn advanced tools and techniques to grow and nurture
your customer base using the best advertising of all – word of mouth.
By the end of the course,
participants should be able to:
- Critically review the customer
acquisition and retention strategies of leading organisations as
benchmarks for success
- Assess and review your value
proposition for each core customer segment
- Develop a customer research
programme to discover what the critical factors are
- Understand Customer
Relationship Management systems and their value
- Align customer service
approaches and deliver consistency
- Evaluate customer feedback to
fine tune your systems
- Share appropriate data to
create a single customer view with colleagues
WHO SHOULD ATTEND
- Marketing executives and
managers who are interested in customer retention and word-of-mouth
- Anyone responsible for or
contributing significantly to the development and implementation of
- Managers and supervisors who
want to improve customer relationships
- Customer service professionals
Day One: Customer Management at the Very Heart of your Business
overview and learning objectives
acquisition and retention – measuring their impact on profitability
management strategies of world-leading organisations
is your value proposition for each segment? Does it work?
the needs of your key audiences – why does it matter?
lifetime value – identifying key customers
accounts and developing a customer-centric organisation
Day Two: Developing a Data-Led Strategy
do customers really want from your organisation?
the 'customer experience' match their needs and expectations
do your competitors do better or differently than you do?
customer expectations - perception versus reality
studies: Companies that have turned around their businesses
the extra mile' – what is it for your customers?
monitoring and research to constantly refresh your approach
Day Three: Customer Relationship Management
and deliver on customer needs
and realign the customer experience in line with demand
your ‘touch points’ or ‘moments of truth’
your ‘touch points’ to enhance the ‘customer experience’
and motivating others to deliver superior service levels
Customer Loyalty Chain
the processes that nurture customer brand loyalty
Day Four: Measuring and Monitoring Customer Satisfaction
is measuring customer satisfaction important?
customer complaints and feedback
software and personalization
diagnostic tools to evaluate opportunities for performance improvement
practices for recording and monitoring customer service issues
in place processes to resolve customer dissatisfaction
exercise: Customer service quality control checklist
for working with difficult and demanding customers
Day Five: Excellence in Customer Management
importance of attitude, teamwork, and professional development
a customer service training program
SMART performance goals
and mentoring strategies
to empower and motivate customer service employees
exercise: What is your Action Plan?
is your Action Plan?
review and feedback
This course is delivered by our seasoned trainers who have
vast experience as expert professionals in the respective fields of practice.
The course is taught through a mix of practical activities, theory, group works
and case studies.
Training manuals and additional reference materials are
provided to the participants.
Upon successful completion of this course, participants will
be issued with a certificate.
We can also do this as tailor-made course to meet
organization-wide needs. Contact us to find out more: email@example.com
· The training will be conducted at SKILLS FOR AFRICA TRAINING INSTITUTE IN NAIROBI
· The training fee covers
tuition fees, training materials, lunch and training venue. Accommodation and
airport transfer are arranged for our participants upon request.
Payment should be sent to our bank account before start of
training and proof of payment sent to: firstname.lastname@example.org