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Category: In-house Training

Last Updated: Thursday, 19 November 2015 04:45

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Programme:

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Day 1:

 The CRM Process:

• The need for CRM

• The process of attracting, acquiring and retaining customers

• Customer focus vs. customer driven

• Reasons why CRM fail

• Key success indicators for CRM

Creating the 'Black Box':

• Organisational Black Box theory

• Defining inputs

• Defining outputs

• Process theory

• The master scorecard system

• Direct vs. Inverse organisational relationships

• Defining behaviour; the anatomy of collective mind – Organisational Paradigm

• The Black Box and organisational values

 Customer Segmentation:

• Basic principles of customer segmentation

• indentifying target markets

• Profiling variables

• Profile design

• Profile / product mapping

 Customer Relationship Development:

• Retention through relationships (process and theory)

• Defining relationship levels

• Defining and quantifying relationship level criteria

• Assessing customers

• Relationship strategy

Day 2:

 Customer Profitibility (Option 1 - public service and non-profit organisations):

• Understanding customer theory in the public service and non-profit organisations

• Defining the people who sponsor your existence

• Customer effeciency strategies

• The impact of poor customer service in the public and non-profit sectors

 Customer Profitibility (Option 2 - private enterprise):

• Credit risk management

• Assessing customer profitibility

• Customer effectiveness strategies

• Cost of retaining profitable customers vs. cost of acquiring such customers

 Customer Risk Analysis:

• What are the risks within CRM?

• Calculating probability of losing customers

• Calculating impact of losing customers

• Developing customer loss mitigation and contingency plans

 Developing the Customer Value Proposition (CVP):

• Adding values through products and services

• Adding value through our people

• Adding value through producing relevant results

• Adding value through communication

• Creating an overall "Wow" customer experience

Developing your Customer Retention Strategy:

• The cost of farming vs. the cost of hunting

• Evolotion or revolution

• Analysing the need to compete

• Do we cut the pie or do we create a new ie (Red vs. Blue)

• Developing the process / project ratio

• Making the choice

• Identifying and developing strategic projects that will enhance customer retention 

Day 3:

Providing Exceptional Front Desk Customer Service:

• Defining the 'moment of truth'

• Understanding the power of complaints

• The impact of customer memory

• The customer feedback loop

• KPI's for effective front desk service

Responding to Customer Needs and Problems:

• What do customers want?

• Price vs. quality

• The problem - resolution process

• Negotiating win / win solutions 

Working with Difficult Customers :

• Rules of handling difficult customers

• You can choose to react!

• Two phases of handling difficult customers

• Seven steps to dealing with difficult customers 

 Training Methodology:

Derek Hendrikz is a Certified Professional Trainer (CPT) with the Southern Africa Professional Trainers Association (SAPTA). In terms of ratings, Derek is internationally acclaimed and beyond comparison with thousands of highly satisfied customers.

The methodology is based on interactive learning, i.e. learners will learn by doing. Inspirational presentations are combined with facilitated sessions and experiential exercises. Furthermore learners will use examples from their own organisations, thus ensuring that learning is anchored at their workplace.

As with all Derek’s training programmes, he strives to effect actual change back at the workplace through effective and practical outcomes-based training.

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