INTRODUCTION
This Customer Profiling Techniques & Procedures training seminar is designed to give participants the techniques and procedures they require to gain insight into the behavior of their customers. In any industry, the first step to finding and creating profitable customers is determining what drives profitability. This leads to better prospecting and more successful customer relationship management. Effectively profiling your customers helps define what makes your company unique as compared to other businesses in your industry. The ability to profile your customers has become an important skill in today’s competitive and customer-oriented business environment. Customer profiling will give your organisation the ability to better understand your existing customer base and identify potential new business opportunities. Customer profiling, coupled with marketing analytics, provides key customer insight that can help customer service, sales and marketing professionals increase profitability and customer loyalty. In addition, customer profiling information can be pivotal in improving your customer service initiatives. This Customer Profiling Techniques & Procedures training course will give you the skills to increased call center efficiency, streamlined the sales and marketing processes, and increased customer service satisfaction.
- Implement innovative customer profiling techniques to drive positive business change
- Use customer profiling information to enhance customer satisfaction and promote loyalty
- Measure and assess the effectiveness of customer service standards
- Use customer segmentation to target and strengthen your sales and marketing initiatives
- Enhance verbal and nonverbal communication effectiveness
PROGRAM OBJECTIVES
- Utilise customer profiling techniques and procedures to identify underdeveloped market segments
- Design effective customer satisfaction surveys
- Employ customer profile information to proactively generate additional sales
- Set SMART goals for continuous improvement
- Work effectively with each of the four customer temperament styles
WHO SHOULD ATTEND?
- Corporate Finance Officers
- Strategic Planners
- Accounting
- Lenders
- Investors
- Merger and Acquisition Specialists
- Corporate Officers
- Commercial and investment bankers
- Securities Analysts
- Private Equity Specialists
- Asset Managers
- And other individuals whose professional future may be enhanced by an understanding of development through innovative entrepreneurial activity
PROGRAM OUTLINE
Fundamentals of Customer Profiling Techniques and Procedures
- What is Customer Profiling?
- Advantages and Disadvantages of Customer Profiling
- Account Profiling and Strategies resulting
- The History of Temperament Profiling
- The Myers-Briggs Type Indicator
- DISC Temperament Profiling System
- Understanding the Four Customer Temperament Styles
Customer Segmentation, Data Mining and Market Analysis
- SWOT Analyses
- PESTLE Analyses
- What are the benefits of Customer Segmentation?
- Using Segmentation to Gain Customer Insight and Market Penetration
- Data Mining
- Predictive Modelling
- Customer Lifecycle Management
Communication and Interpersonal Skills Development
- Eliminating the Roadblocks to Effective Communication
- The Importance of Understanding your Customer’s Body Language
- Identifying your Customer’s “Preferred Learning Style”
- Active Listening and Questioning Skills to Improve Communication Effectiveness
- Tips for Giving and Receiving Feedback
- Harnessing the Science of Persuasion
- Building Compelling Value Propositions
Customer Profiling Techniques to Enhance Customer Satisfaction and Loyalty
- Serving Internal and External Customers
- Moments of Truth
- WOW Factor: Customer “touch points”
- Motivating Internal and External Customers
- The Benefits of Measuring and Monitoring Customer Satisfaction
- Best Practices for Creating a Customer Satisfaction Survey
- Your Attitude Makes a Difference
Personal Development for Continuous Improvement
- Kaizen, the Japanese Art of Continuous Improvement
- Developing your Action Plan
- Setting SMART Goals
- Common Traits of Successful Leaders
- Stress Management Techniques
- Time Management Skills to Improve Productivity
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