Course details
PROGRAMME OBJECTIVES
By the end of this workshop, participants will be able to :
- Understand the importance & impact of attracting, retaining & growing key accounts.
- Applying customer-centric key account servicing techniques for better customer relations management.
- Formulate key account servicing strategies to get more business & referrals
PROGRAMME OUTLINE:
- Life-Time Value of Key Accounts & Cost of Core Customer Defection
- Key Enablers to Exceed Customer Expectations
- The Key Account Servicing Cycle
- Knowing Your Core Customers: The Three-by-Three Penetration Technique
- Hi-Touch Service Techniques : Understanding their Challenges & Concerns
- Enchanced Competence & Differentiation to Wow Customers
- Developing Key Strategies for Business Growth & Referrals
- Service Scan & Value Creation : Opportunities & Capabilities
- Developing Creative Solutions through Customer Consultation
METHODOLOGY
Experiential learning through role-plays, interactive games, self-evaluation & discovery as well as group exercises and critiques though work place case study.
Updated on 08 November, 2015Course Location
About SMF Centre for Corporate Learning
The Singapore Manufacturing Federation (SMF), formerly known as the Singapore Manufacturers' Association, was first established in 1932. Its main aim is to champion the Singapore manufacturing sector. With a membership of over 2,800 corporate members ranging from MNCs to SMEs, SMa carries out a myriad of activities to enhance the competitive edge of our members.
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