Programme Description
Managing Customer Relationships Training (MCR) is designed to enable staff who deal with customers and develop business to improve their skills and to grow relationships successfully

Topics:
Why are customer relationships important
Results of neglect
Benefits to whom
Classifying and segmenting customers
Size
Industry
Need
Number
Influence and importance
Assessment of the current state of relationships
Knowledge
Perceptions
Reception
Planning and Control
Goals and targets
Strategies and evaluation
Monitoring Plans
Review
Knowing the customer
Decision Makers
Influencers
Fixers/Finalisers
Competition
SWOT
Relationships
Monitoring Quality and Delivery
Problems and complaints
Enhancing business
Who is MCR designed for?
Staff who deal with customers and develop business. Some previous selling experience, and knowledge of typical customers in their industry is desirable.

Normal duration: 6-8 hours.