Customer Management Strategies (Awareness, Acquisition & Retention

Created by LEC Team
Last updated Mon, 27-Mar-2023
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In this program, we look at what it takes to construct a customer-centric company.

Program Objectives of Consumer Management (Recognition, Acquisition & Retention).

Create an all natural client treatment approach by taking into account 7 various elements of the meaning of customer support.

Create purposes as well as programs to make the most of internal consumer fulfillment.

Assess the design, implementation, as well as evaluation of customer fulfillment surveys.

Use customer problems as the springboard for solution improvement.

Write Solution Degree Agreements (SLAs) to make sure clarity and conformance.

Analyze the solution aspect of the organization or department via appropriate Trick Efficiency Indicators (KPIs).



Day 1
Defining and appreciating the customer
  • Definition of customer

  • Definition of customer service

  • The internal and external customer

Importance of the internal customer

  • The need for motivated employees

  • The need for qualified employees

  • Silo mentality

  • Destroying the silos



Day 2
Customer service as a strategic imperative

  • From ‘suspect’ to ‘partner’

  • Going up the ladder

  • The 'KANO' model

    • ‘Basic’ attributes

    • ‘Performance’ attributes

    • ‘Delight’ attributes

  • The customer-centric organization

  • Customer service as a strategic imperative

  • The 7 practices of a customer-centric organization



Day 3
Customer satisfaction surveys and other vital tools

  • Understanding your customers

  • Principles of customer segmentation

  • Focus groups

  • Customer satisfaction surveys

    • Key terms

    • Major survey methods

    • Questionnaire examples

    • Customer survey guidelines

    • Types of satisfaction surveys

    • Basics of sampling

    • Attributes to measure

    • Customer satisfaction index

  • 'RATER' in-depth

  • Service quality (servqual) gaps model



Day 4
Customer complaints and service recovery

  • Facts and their implications

  • Symptom versus cause

  • Root cause analysis

  • Failures do happen

  • The recovery paradox

  • The strategic initiative

  • Tactical activities

  • The ‘WOW!’ factor



Day 5
Service Level Agreements (SLAs)
  • Characteristics of effective SLAs

  • Key elements of an SLA

  • Steps in SLA development

  • Quality versus cost

  • SLA metrics

KPIs for customer service

  • Monitoring performance through key performance indicators

  • The 4 perspectives of the balanced scorecard

  • Impact of the customer perspective

  • Characteristics of good KPIs

  • Building customer service KPIs

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