2.  Implement the strategies and initiatives of Customer Relations Management

3.  Build the confidence to deal with accounts from servicing to Customer Relations Management.

Workshop Outline:

· The Changing Landscape Of Customer Servicing

     - A critical review of the losing luster/advantage of Customer Servicing as  unique selling proposition

· Looking For A Truly Unique Competitive Advantage To Offer The Market

     - An assessment of the current practices and trends in the market that leads and answers the critical questions –

         how does your company/product continue to be “relevant” to your target markets

· From Customer Service To Customer Relations Management

- A clear and concise  comparison between the pros-cons of customer service

 “customer is king” to the customer relations management “customer is partner” mindset.

· The Advantages Of Customer Relations Management: Value Building

- Identification and understanding of the need to move towards Customer Relations Management –

  CRM and its advantages to any business relationship

· The Core Pillars Of Customer Relations Management

     - Covers the five (5) point agenda – critical issues of  what makes an effective Customer Relations Management process

· Customer Relations Management As A Business Strategy

     - Beyond customer service, this segment tackles the issues and factors that have truned CRM into not just an initiative

         but rather an overall marketing/business/sales core strategy.

· The Initiatives And Skills In Rendering Customer Relations Management

     - Covers the details of what elements are needed to jumpstart/push  CRM efforts into productivity and results

· Why Customer Relations Management Will Succeed

- Analysis of the plans and strategies and “value building” efforts

· 50% of The Time, Your Service Is Not Customer Relations Management

- Assessment Of How To Move From Customer Service To Customer Relations Management

· Building The Relations Via The Phases Of Customer Relations Management

     - Presents how the different phases of CRM can actually strengthen any relations and move this into the

         mode of “customer intimacy’ – which makes the account difficult to pirate

· Measuring Your Customer Relations Management Results

      - Presents various tools/techniques to monitor/control the results of CRM efforts vs plans and targets

· Creating Your Own Customer Relations Management Plans

- Customization of developing specific CRM plans for the portfolio of customers