Overview

Every industry has evolved into a highly competitive phase because of the transformational impact of technology, increased client expectations and the need to generate strong revenues and health profits. Organizations need to increase their customer retention and maximize the lifetime value of their customers. There is therefore the need for a sound CRM approach that identifies the most profitable customer and devotes time and attention to expanding relationships with clients through individualized marketing, re-pricing, discretionary decision making, and customized service.

 This program is focused on building and maintaining a strong client portfolio and ensuring organizations successfully pursues client-driven revenue growth and profitability. Participants will acquire the relevant knowledge and competence to take total responsibility for managing the balance between satisfying the needs of the clients and the long-term goals of the organization.

Areas covered

• Challenging assumptions in CRM function in your organization
• Seeking out emerging customer segments and their relationship needs
• Understanding the Lifetime Value (LTV) of customers
• Customer needs, attitude, and decision-making behaviour
• How CRM fits the overall organizational strategy – detailed discussion
• Customer segmenting, understanding expectations, attitudes and behaviour.
• Mapping the retail clients’ journey—the backbone of the relationship
• Adopting a rigorous client relationship management approach
• Delivering and Managing Customer Experience
• Managing customers’ extreme emotions and behaviour
• Structuring difficult customer conversations