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26 - CMR - Customer Relations

MCR 104 - Customer Relations and Business Development Skills

Code Start Date Duration Venue
MCR 104 23 October 2023 5 Days Istanbul Registration Form Link
MCR 104 18 December 2023 5 Days Istanbul Registration Form Link
Please contact us for fees


Course Description

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.

Course 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?

  • Marketing officers
  • Team leaders
  • Managers
  • Any one responsible for business development and marketing support

Course Details/Schedule

Day 1

  • Introduction
  • Business background  
  • Business expectations 
  • Business experiences shared 
  • A few major marketing terms explained
  • Major business development terms explained
  • The Marketing Mix

Day 2

  • Brand
  • Elevator speech
  • The Marketing Mix
  • Opportunity tracking
  • Pipeline
  • Cross selling
  • Relationship Management
  • Creating a structure and mapping out a process to deal with the common client objection
  • Making the most of networking

Day 3

  • 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

Day 4

  • 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

Day 5

  • 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