The Big Picture: CRM Workshop
Nobody said customer relationship management was easy. It isn’t easy with ten clients. It definitely isn’t easy with 100. And with a thousand or 100,000 it can become a nightmare. To manage clients effectively and efficiently you need more than a CRM platform. A CRM platform helps you, but not necessarily your customer. What you need is a customer relationship system that focuses attention on your clients’ needs, not on your own business management needs. The Big Picture workshop introduces the revolutionary STAR technique to looking after your clients and their needs.
Objectives: To provide participants with an understanding of the value of customers to a business, and skills and tools to analyse their customer base. A key outcome is the STAR customer relationship action plan which helps establish meaningful outcomes on how customer relationship management should continue.
This CRM workshop includes:
- Reviewing our attitude
- The who, what and why of CRM
- What customers really want
- STAR (and accompanying tools):
- Study customers
- Think about their needs
- Act accordingly
- Record the results
- Case studies
- Action Plan
Creative Theme:The Movies (because so many of them are about relationships)
Duration: 2 days
Number of participants:Up to 16
Target:Anyone who has a role in managing and/or developing customer relationships – ideal for people in finance, operations, customer service, etc. This programme can be adapted for a senior management audience.