Training Customer Relations and Business Development Skills
INTRODUCTION
Business Development and Customer Relations are a business language that every technical manager should be able to understand as a minimum and speak as an ideal. The aim of this course is to provide a broad introduction to understand what Customer Relations and business development really mean; how simple activities and planning can have a profound effect on the way you do business; and to generate a level of confidence in a growing a client base without a total reliance on proposals and a member of the marketing team.
PROGRAMME OBJECTIVES
- Studying the functions of business development and Customer Relations
- Identifying key marketing tools and channels
- Locating binding opportunities
- Ensuring proposals' alignment with business development objectives
- Designing effective marketing and client relationship plans
- Appreciating the importance of stakeholder relationships and networking
WHO SHOULD ATTEND?
- Team leaders
- Managers
- Marketing officers
- Any one responsible for business development and marketing support
PROGRAM OUTLINE
- Intoduction
- Business background
- Business expectations
- Business experiences shared
- A few major marketing terms explained
- Brand
- Elevator speech
- The Marketing Mix
- A few major business development terms explained
- Opportunity tracking
- Pipeline
- Cross selling
- Relationship Management
- Importance of a Go/No Go
- Business logistics
- Chance of winning
- The oportunities which should not be biding
- The importance of a network
- Networking effectively
- Proposal management
- Using technology
- Communication methodologies – understanding the importance of face to face
- Defining customer service terminology, concepts, and principles
- Importance of Customer Service
- External and internal customers
- Employee satisfaction equals customer satisfaction
- The difference between emotional and informational responsiveness
- Writing a client relationship plan
- Illustrating positive and negative attitudes and mind-sets
- Getting customers beyond mere satisfaction
- Customer's loyalty
- Responding to difficult customers and coworkers with appropriate communication styles
- Modeling appropriate customer service skills in the community and workplace
