Comment pouvez-vous fidéliser vos clients et les faire revenir encore et encore au fil des ans ? Des études menées dans différents secteurs montrent qu'il est huit fois plus coûteux de recruter un nouveau client que de fidéliser un client existant. La capacité à trouver, satisfaire et fidéliser les clients est au cœur même de la réussite d'une entreprise. Dans cette formation au rythme soutenu, vous apprendrez à trouver et à utiliser les bonnes informations pour comprendre ce que veulent vos clients et ce qui les ravira. Vous apprendrez des techniques pour développer votre clientèle en utilisant la meilleure publicité qui soit : le bouche-à-oreille.
What are the goals?
This Coventry Academy training course will feature:
Understanding Customer Relationship Management Systems and their Value
Identifying and Understanding the Elements of a Customer Relationship Strategy
Tools to Evaluate Customers’ Needs and the Motivators that are Important to them
How to Manage Customer Data and Analyse It
Planning a Customer Service Programme to Ensure Customer Retention and Loyalty
Deliver Consistent Service and Measure and Demonstrate its Success
Share Appropriate Data to Create a Single Customer View with Colleagues
Who is this training course for?
This Coventry Academy training course is suitable to a wide range of professionals but will greatly benefit:
Marketing Executives and Managers who are interested in Customer Retention and Word-of-mouth Marketing
Anyone Responsible for or Contributing Significantly to the Development and Implementation of Customer Relationships
Managers and Supervisors who want to Improve Customer Relationships
Customer Service Professionals
Course Outline
Day One: Customer Management at the Very Heart of your Business
Course overview and learning objectives
Customer acquisition and retention – measuring their impact on profitability
What is your value proposition for each segment? Does it work?
Assessing the needs of your key audiences – why does it matter?
Customer lifetime value – identifying key customers
Key accounts and developing a customer-centric organisation
Day Two: Developing a Data-Led Strategy
What do customers really want from your organisation?
Does the 'customer experience' match their needs and expectations
What do your competitors do better or differently than you do?
Shaping customer expectations - perception versus reality
Case studies: Companies that have turned around their businesses
'Going the extra mile' – what is it for your customers?
Day Three: Customer Relationship Management
Listen and deliver on customer needs
Managing the ‘Moments of Truth’ to enhance the ‘customer experience’
Leading and motivating others to deliver superior service levels
The Customer Loyalty Chain
Developing the processes that nurture customer brand loyalty
Using Social media to engage with customers
Day Four: Measuring and Monitoring Customer Satisfaction
Why is measuring customer satisfaction important?
Using customer complaints and feedback
Using CRM software and diagnostic tools to evaluate opportunities for performance improvement
Best practices for recording and monitoring customer service issues
Putting in place processes to resolve customer dissatisfaction
Strategies for working with difficult and demanding customers
Day Five: Excellence in Customer Management
The importance of attitude, teamwork, and professional development
Developing a customer service training program
Setting SMART performance goals
Coaching and mentoring strategies
Methods to empower and motivate customer service employees
Practical exercise: What is your Action Plan?
The certificate
Coventry Academy Certificate of Attendance will be provided to delegates who attend and complete the course