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Provided by: Meirc Training and Consulting

Defining Customer Relations through SLAs and Key Accounts Management

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This program is designed for Relationship managers, marketing managers, sales and customer care managers and supervisors as well as senior sales and customer service staff. This program is worth 25 NASBA CPE?s.
Appreciate the importance of relationships with customers versus repeated satisfactory transactions.
Appreciate the role of CRM in collecting, analyzing and using information to strengthen relationships with loyal customers.
Establish the need for and uses of Service Level Agreements SLA.  
Analyze Account?s Attractiveness and their relative Ability to Serve Key Accounts to apply the Key Account Management principles.
Use these approaches to improve marketing, sales, customer care and customer contact. '

Training Avaliability and Delivery

This is primarily ilt training
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Training Presented in:English
Related Keywords:  career   supervisor   management   online   sales   engineer   employment   program 

Training Program Details

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Customer Relationship 

  • Importance

  • Changing Customer Expectations

  • Changing Market Conditions

CRM Defined

  • Is CRM Different From ?Traditional? Customer Care?

  • CRM and Technology

  • CRM and People

Using CRM for Customer Care

  • Data Collection and Management

  • Retaining and Motivating Customers

  • Growing Customer Base

Service Level Agreement SLA

  • Clarifying the Concept

  • Nature of an SLA

Establishing an SLA

  • Key Elements

  • Customer Requirements

  • Supplier Specifications

  • Measurements

  • Actions

Key Account Management KAM

  • Identification of Key Accounts

  • Benefits of KAM

  • Criteria for Account Attractiveness

  • Criteria for Competitive Advantage

Establishing Key Accounts

  • Targeting Attractive Accounts

  • Capability Analysis

  • Prioritizing the Accounts

Managing the Key Accounts

  • Range of Relationship

  • KAM Strategies

  • Monitoring KA Performance

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About Meirc Training and Consulting - Training Provider

Meirc Training and Consulting - Meirc offers an impressive range of Dubai training, consulting, Certification, Seminars, Management Course, nlp training dubai, business training, Finance and Quality Training, training, career training dubai, supervisor training dubai, management training, leadership training, sales training, project management training dubai, neuro linguistic programming dubai, human resources dubai,...
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This page was last updated on sb5 - 07/23/08 at 06:39:02 - 08:29:58