course | Managing Customers for Competitive Advantage
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SMCS-1091 | Managing Customers for Competitive Advantage
Course Sector : Sales, Marketing and Customer Service
| Duration | Date from | Date to | Course Venue | Course fees | Book a course |
|---|---|---|---|---|---|
| 5 Days | 2025-05-05 | 2025-05-09 | Abu Dhabi | $4,250 | Book now |
| 5 Days | 2025-07-21 | 2025-07-25 | Dubai | $4,250 | Book now |
| 5 Days | 2025-10-19 | 2025-10-23 | Jeddah | $4,250 | Book now |
Course Introduction
Customer Relationship Management (CRM) is one of the most important components for sustenance and growth of an organization. With the advancement of software technologies, significant progress has been made in designing and managing CRM systems. These efforts envisage facilitating better customer interactions and greater understanding about customers; thus helps an organization build competitive advantages.
This training course is designed to provide participants with the concepts and strategies essential in managing customers for competitive advantage. This course highlights topics such as ‘Value’ and ‘Quality’, the elements of a customer relationship strategy, evaluating customers’ needs, how to manage customer data and analyse it, and developing a customer service program to ensure customer retention and loyalty.
Course objective
- Gain a comprehensive understanding of your company’s value proposition for each core customer segment
- Design a customer research program to discover what the critical factors are
- Understand the science of Persuasion and Influence and how to use it in our own Marketing efforts
- Explore some of the Customer Relationship Management systems and their value in delivering consistency
- Identify the role and importance of social media in a customer-centric world.
- Assess and review customer feedback to fine tune CRM systems
Course Outline | 01 Day One
Introduction to Customer Management
- 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
Course Outline | 02 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?
Course Outline | 03 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
Course Outline | 04 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
Course Outline | 05 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
BOOST’s Professional Attendance Certificate “BPAC”
BPAC is always given to the delegates after completing the training course,and depends on their attendance of the program at a rate of no less than 80%,besides their active participation and engagement during the program sessions.
Since 2001, we have been pioneering the training field in the Middle East, helping individuals, teams, and organizations reach their full potential with integrated solutions.
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