CRM Strategy Development

Overview

 

This one - day intensive course addresses Client Relationship Management Strategy as an attitude and organisational philosophy rather than a software programme. The approach affects every element of a firm, with the overall aim to deliver greater value to the benefit of clients, staff and the financial bottom line. An effective CRM strategy improves client loyalty, helps to gain new business, motivates staff and lowers marketing costs. As all businesses face increasing competition from new entrants to the marketplace, many of which work on sophisticated customer service principles, this course is designed to to develop cohesive and appropriate frameworks to better demonstrate competitive advantage.

 One - day course outline

 

  • Welcome and introductions
  • Course objectives, personal objectives
  • Client and customer definition
  • The client driven business - how focused are the different elements of your firm?
  • Golden rules of service
  • Customer loyalty ladder
  • Pyramid of responsibility
  • Model for outstanding service
  • Client focused leadership
  • People
  • Processes
  • Strategy
  • Client 'touch points' - interpersonal and digital
  • How to assess current service standards
  • Contact us about this course.