• Managers 
• Administrators
• Supervisors
• Accounts , Sales & Marketing Professionals
• Anyone who is or will be responsible for Planning or develop plans

This interactive Training will be highly interactive, with opportunities to advance your opinions and ideas and will include;

• Lectures
• Workshop & Work Presentation
• Case Studies and Practical Exercise
• Videos and General Discussions

DAY 1

What is Customer Relationship Management?

• Why focus on relationships?
• How does CRM impact the organization?
• Why does the organization need CRM?
• Customer Relationship Management as a product
• Customer Relationship Management as a process

Looking At Customers

• Identifying your customer
• Internal customers
• External customers
• Why do we need customers?
• Customer expectations
• Integrating the customer
• Generating a customer focused solution

DAY 2

Managing and Measuring the Customer Relationship Management

• Why manage customers?
• Customer value
• Hierarchy of service
• Information vs. knowledge
• Customer and culture
• Characteristics of excellent CRM
• Measuring customer service
• Problems in CRM
• Continuous improvement in CRM

CRM as a Business Process, Communication and People

• Opening doors
• Conducting meetings
• Developing the relationship
• Communication as a CRM activity
• People and CRM
• Body language

DAY 3

Negotiating with Customers

• Identify and negotiate the best deal/outcome possible
• Understand the key skills and processes necessary for successful negotiation
• Recognise the different approaches to the negotiating process
• Identify, develop and employ interpersonal skills
• Work on individual strengths and weaknesses
• Develop flexibility
• Develop successful strategies
• One-to-one and team-to-team negotiation

Clarity in Meeting Preparation

• Creating meeting objectives that are clear and specific
• Setting an agenda
• Structuring the agenda - where to place the least and most important items
• How to lobby for support
• Collecting appropriate data from interested parties
• Briefing minute takers and guest speakers

DAY 4

Lead an Effective Meeting

• Personal qualities of meeting leaders
• Creating an atmosphere where all participants will be able to contribute
• Keep focused on the agenda and prevent the introduction of irrelevant issues
• Controlling time wasting and disruptive influences
• Forging an environment for open discussion
• Formulating agreement from a variety of views
• Guidelines for running short meetings

Controlling the Meeting

• Taking a lead in the meeting
• Ensuring everyone is aware of/agrees what is to be talked about
• Ensuring relevant topics are covered
• Summarising and agreeing action points

DAY 5

Action Points and Endings

• Tips for making clear decisions
• Gaining commitment through the delegation of action points
• How to prevent the meeting drifting on
• Learning to end with a focus on the future

Panic Free Presentations and Dynamic Delivery - Adding Variety

• The power of good preparation
• Planning and contingencies
• Content: distinguishing between information and data
• Energy: how to channel nervous energy to positive ends
• Choosing the best available information
• Maintaining interest - keeping the audience
• Stimulating curiosity - the key to motivation

BTS attendance certificate will be issued to all attendees completing minimum of 80% of the total course duration.

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