Construction Clients’ Group
Members
Will your logo be next?
The market can change round you - Not all customers are the same.
Understanding their needs & wants is crucial
Customer Relationship Management is NOT ABOUT SOFTWARE!
It is about managing your relationships with your customers!
What am I going to learn?
1) A strategic approach to customer relationship management
- Creating happier customers
- Increasing customer retention
- Win more repeat business
2) The changes we can see that are driving or resulting in new customer relationships:
- Longer term partnering and framework agreements
- Integrated supply chains
- Metrics -if you don’t measure, you don’t improve
3) Demonstrate a knowledge of the core body of knowledge relating to Stakeholder and Customer Relationship Management and application to the management process within corporate enterprises:
- Identify moments of truth and develop a moments of truth action plan
- Develop a Customer Key Account Management Plan
- Develop a Stakeholder Management Plan, based on the SWAN matrix
4) Improve customer satisfaction, retention and win more new business by:
- Defining and measuring customer relationships
- Giving you the tools to manage client relationships and gain opportunities
- Providing the insight into how to undertake effective customer development
For more information, or to discuss a customised in-house training programme, please contact us, on events@constructing.co.nz
Constructing Excellence training courses, workshops and events may be considered for contributing to a recognised Continuing Professional Development (CPD) scheme as part of personal development. Participants should check their individual scheme requirements.