Live Instructor-Led Customer Relationship Management (CRM)
Aims
To provide participants with the skills, knowledge and competencies required to effectively create, develop, and manage a variety of commercial relationships. Explain the importance of appropriate relationships with customers and clients and how to leverage the relationship to the benefit of both parties.
Target Audience
This “Live” instructor-led course is designed for those who have direct or indirect responsibility for the effective management and development of commercial relationships across a wide range of customers and clients, within a category group. This could include end users, technical experts, commercial managers, proponents, project managers, finance, internal customers, and other key stakeholders who need to collaborate to effectively manage commercial relationships with Customers. This could also include those seeking a refresher in this subject.
Learning Outcomes
By the end of the programme, participants will be able to:
- Understand the basic concepts of managing commercial relationships
- Utilise a range of CRM tools and techniques to establish the most appropriate type of relationship, including the DPSS web application
- Appreciate the commercial importance of effective relationship management and its added value to the business
- Appreciate the link between contractual terms and relationships
- Develop appropriate relationship strategies and plans to ensure continuing development
