Abbout the Institution of Operations Management

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Managing the Client Relationship Course

Date of Event	Thursday 30 October 2008
Duration	1 Day
Venue	Corby, Northants
Details	This course follows on from Demand Planning & Management. To encourage customer loyalty and repeat business it is important to build and maintain relationships with key customers. Do you have procedures in place to identify key customers, develop relationships and ensure that the potential of key accounts are maximised? Topics covered in this course include: • Client Leadership - identifying key clients; identifying business situations, researching and benchmarking; sales, consultative sales, and client relationship management; CRP processes and systems, IT etc. • Interpersonal relationships for client management - recognizing types of people, analyzing and developing relationships; developing and practicing the necessary skills and behaviours of relationship building and influencing • Building the CRM team - establishing a team brand; establishing ground rules and behaviours for team success; identifying the core and outer teams, networking with others; the client as part of the team • Personal action planning Suitable for: This course is ideal for client facing staff needing to implement a programme of ‘client leadership’ - working with clients to maximise business success. Cost: Members: £310 Non-members: £410

The Institute of Operations Management, CILT(UK), Earlstrees Court, Earlstrees Road, Corby, Northants NN17 4AX.
Tel: 01536 740105. Fax: 01536 740101. Email: info@iomnet.org.uk

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