Role of Proactivity in Effective Customer Relationship Management

INTRODUCTION

Being efficient and proactive with clients means getting the fundamentals right. By integrating our customer service or communication abilities (questioning, listening, positive language, rapport building, etc.) with this cycle, we may be more efficient in how we handle our discussions and in the service we provide. In this training, you will learn how to use the Proactive Contact Management cycle to proactively manage customer encounters.

COURSE METHODOLOGY

This course is designed in the form of workshop which will includes a variety of learning tools to help participants function effectively and efficiently in a multifunctional environment through various methodologies including;

• Short lectures
• Brainstorming
• Case studies
• Group activities
• Role playing

COURSE OBJECTIVES

The attendees of this Certificate Program will be able to:

• Know what exactly is proactive support?
• Recognize the advantages of proactive CRM.
• Discover the proactive CRM cycle.
• Learn how to get started with proactive CRM assistance..
• Move from reactive to proactive CRM

WHO SHOULD ATTEND THIS COURSE?

• Executives
• Decision makers
• Sales managers
• Business partners
• Managers
• Heads of departments
• Marketing professionals
• Anyone who is seeking improvement in skills for enhanced performance and career development

TARGETED SKILLS

• Building trust based relationships
• Influencing others
• Listening
• Interpersonal communication
• Creative thinking and problem solving
• Presenting ideas
• Building convincing business cases
• Thinking win / win
• Influencing others
• Seeking input and different perspectives
• Market analysis
• Customer orientation
• Conceptual thinking
• Balanced decision making
• Quality orientation
• Understanding of prospects’ motivation
• Persuading others
• Proactive thinking