Customer Relationship Management Supply Chain

Training Objectives

• Understand the 5 competencies keys for successful relationship managers 
• Learn how to build rapport and create trust in business relationships and Partnering
• Understand the spectrums of the relationship and their effect on the overall portfolio performance 
• Understand and implement the Pilot and Navigator Role of the RM 
• Identify and explain the four basic elements of relationship
• Identify each of the three levels of the relationship continuum.
• Explain how firms can enhance customer satisfaction and how they build buyer-seller relationships
• Understand the Relationship marketing and its role on the customer performance 
• Understand the 6 steps of portfolio management 
• Explain customer relationship management (CRM) and the role of technology in building customer relationships. 
• Identify and evaluate the most common measurement and evaluation techniques within a relationship

Module Outlines

Module 1: Relationship Management 

• Getting Started 
• The world of relationships 
• The practical Context of Relationship Management 
• The shift in relationship manager role from Servant/ Master to Pilot/ Navigator 
• The competencies of the Relationship Manager 
• The Balanced Relationship

Module 2: Building rapport and create trust in business relationships

• Develop stronger engagement with all internal / external stakeholders
• The 4 types of relationships and their advantages and disadvantages 
• Why connecting with Connecting with Customers 
• Building the ladder of Loyalty from customer to Brand advocate 
• The three Levels of Relationship Services 
• Understanding Customers’ needs  
• Managing Expectations

Module 3 : The Trusted Advisor 

• Act like a consultant / advisor
• The Credible and Reliable Advisor; roles and function 
• Shaping the Trust 
• Providing Delightful Experience 
• Client Life Time Value 

Module 4: Portfolio Management 

• Managing the performance of own portfolio
• Portfolio Segmentation 
• Develop a standardized approach to deal with segment 
• Applying Relationship Marketing 
• Setting up the primary and secondary objectives at each customer call 
• Customer Retention 
• How to meet deadlines and goals through more effective use of planning, prioritizing and assertiveness skills

Module 5 : Strategies for Effective Partnering and Business Relationships 

• Understand Power, Influence and Negotiation
• Develop positive relationships through Communication skills and understanding different communication styles.
• Understanding and developing trust.
• Developing influencing and negotiating skills
• Understand SPIN® formula  in negotiation from Neil Rackham and Huthwaite research
• Use a six point planning format to assist in preparing for future business and personal negotiations
• Deal with more complex negotiating situations professionally and profitably

Module 6 : Plan for managing and developing your business relationships and Partnering

• Wrapping Up
• Transferring Learning from the Workshop Back to the Job
• Developed an Action Plan for Plan for managing and developing your business relationships and Partnering

Customized Learning

Leap To Success is offering a variety of learning options to meet current realities and can be adapted to suit your business needs. These options include variants of online, blended and on-site course formats.

Face To Face Learning

Enabling you to have a face to face interactive and engaging learning experiences led by renowned industry experts and thought leaders with extensive practical experience who will employ a variety of interactive learning techniques, including short high-impact videos, case studies, assessments, role plays, in addition to on-going support.

Virtual Learning Labs

Interactive online learning held in real-time using Zoom and are led by international subject matter experts who incorporate case studies, breakout rooms, guided practice, simulations and discussions to maximise your learning experience.

General Methodology

Similar to any L2S training program, this program offers an interactive learning experience in which will allow the delegates to reflect on their learning through an informative, indulging, and fun classroom experience. The design of the training session focuses on the following attributes.

• Concrete Experience: The delegates will learn by doing
• Reflective Observation: Reflecting on the newly experienced skill-set
• Abstract Conceptualization: Developing deeper understanding to the learned concepts
• Active Experimentation: providing the delegates with realistic tools that can be tested in the real life

Activities Brief

Chinese Towers: 

This training activity is used to highlight the importance of each part of the customer interaction, an effective teamwork activity that reminds teams to focus on what the customer wants rather than relying on what they think the customer wants.

Learning Objectives

• How to work in a highly effective team
• To be clear on what the customer wants
• The importance of meeting the customers’ needs
• To avoid making assumptions
• The importance of clear objectives

Mayhem: 

This activity quickly descended into chaos! So I intervened after 8 minutes and talked to the whole group asking a few key questions. I then reset the clock and they finished the task with 30 seconds to spare. A triumph! And loads of learning points simply tumbled out.