The organization exists because it has customers that value its products and services. Customer engagement begins before the selling but does not end with the sales. In a competitive environment, winning a customer is difficult, losing one is easy. Customer engagement is the team effort of the organization, much more than the sales department or customer service office. Going forward, executives and management of organizations will have re-focus on customer engagement involving a cross section of the organization.
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| Subject | Description |
|---|---|
| Objective | To provide an understanding of the process of customer management which involves strategic actions aimed at acquiring, retaining, and nurturing relationships with customers. The organization exists and thrives because of its customers. Meanwhile customer management is a collective responsibility of the organization, not just the sales department or the customer service manager and his staff. |
| On Completion | After this course, the executive or manager of the organization is ready to be part of the customer management process and will be able to identify his or her role in ensuring customer satisfaction and long – term growth. |
| Methodology | This programme uses self-reflection and personal discovery, all assisted by the instructor to deepen understanding of customer management. Individuals can undertake self-learning on request. |
| Audience | Managers and executives progressing towards senior management roles and those in value-creating functions. |
| Duration | 2 days or equivalent of 16 hours |
| Code |
FA030 |
COURSE CONTENT
| MAIN COURSE CONTENT | SUMMARY DESCRIPTION |
|---|---|
| MARKETS & CUSTOMERS |
|
| CUSTOMER ACQUISITION |
|
| CUSTOMER ENGAGEMENT |
|
| CUSTOMER SERVICE |
|
| CUSTOMER LOYALTY & RETENTION |
|