Overview:

An effective CRM strategy improves client loyalty, helps to gain new business, motivates staff and lowers marketing costs. This one – day intensive course addresses Client Relationship Management Strategy as an attitude and organisational philosophy rather than a software programme. The overall aim is to deliver greater value to the benefit of clients, staff and the financial bottom line, affecting every element of the firm. As all businesses face increasing competition from new entrants to the marketplace, many of which work on sophisticated customer service principles, this course is designed to develop cohesive and appropriate frameworks to better demonstrate competitive advantage.

One-day course outline:

• Welcome and introductions.
• Course objectives, personal objectives.
• Client and customer definition.
• The client driven business – how focused are the different elements of your firm?
• Golden rules of service.
• Customer loyalty ladder.
• Pyramid of responsibility.
• Model for outstanding service.
• Client focused leadership.
• People.
• Processes.
• Strategy.
• Client ‘touch points’ – interpersonal and digital.
• How to assess current service standards.
• Involving the team.
• Defining the strategy.
• Communicating the strategy.
• Implementing the strategy.
• Summary, review and questions.
• Action plan.

Benefits of the training:

• Understanding the key principles of a client relationship strategy.
• Appreciation of the systems that improve client confidence.
• A cohesive and comprehensive approach to managing client relationships.
• Increased awareness of how to engage staff at all levels in supporting the strategy.
• A resource to help develop and continuously improve client relationships.
• Ways to enhance client loyalty.