Organisation: Princeton Academy Mumbai II
Category: Customer satisfaction
Description: Introduction:-
It has become challenging for companies to survive in this extremely dynamic business environment. They are constantly looking for techniques to help them sustain their position in this cut-throat competition. Therefore it has become really important for an organization to know how to acquire and
sustain their market share.
Indian organizations have realized the need to keep intact their existing customers. It is a well known fact that a major percentage of business revenue is generated by repeat business from existing customers.
Most companies however, find their relationship with Key customers "stuck"
at a certain level. This is like a comfort zone. Companies are unable to escalate the relationship to a higher level. This workshop will discuss the best practices across the world in managing Key Accounts and the levels of such accounts, from acquisition to perfect integration. It also suggests strategies to move customers from one level to another.
It is also understood that while Key Large Accounts tend to be clubbed together and treated as a set, each Key Account demands a different strategy. In this workshop we use a Strategy Matrix to decide upon different
strategies for different Key Accounts.
This workshop also makes use of case studies to discuss some important aspects of handling large customers.
A discussion on the nine top retention strategies from across top companies
gives the participants alternate solutions to shake their current relationships and move them to higher levels of profits and satisfaction.
Very often customers seem to think that providers do not fully understand their needs. We realize that understanding and meeting client needs is priority, very often we fall short. We don???t have the techniques or
process that ensures that needs are analyzed in a systematic manner. This program makes use of the Michael Porter's 'Five forces Model' to understand and identify the customer???s critical success factors. This would help us
in identifying opportunities of adding value / become interdependent with our large and valuable customers.
Course Outline
Registration- 9:00 AM - 9:30 AM
Workshop Timings- 9:30 AM - 5:30 PM
Day 1
Goals & Objectives of the Program
The Art of Communication- Activity
Key Accounts- A Structure
Key Accounts Relationship Focus
Hierarchy of Key Relationships
Identifying the 5 stages of a Key Account with focused strategies
Lunch
Strategy MATRIX
Key Account Management Strategy Matrix
Identifying accounts to invest in for the future
Customer Penetration Strategies
Nine Top Customer Retention and Penetration Strategies
Case Study
A class discussion on a case study on Handling Large customers
Handling Personalities
Setting up the first meeting - The Four personality types - Role Play
(Friendly Celebrity, Arrogant Business Tycoon, Silent CEO, Humble customer)
Day 2
Key Account Management Skills
Overcoming Objections
# Why Customers Object
# The Price Objection
# Strategies of overcoming Objections
# Doubt-creating Questions
# The Unsaid Objections
Lunch
Key Account Planning and Analysis
Use of Porter???s five forces model to achieve the following
# Forces driving the client
# Client???s objective analysis
# Internal value chain analysis
# How can we add value / become interdependent with our large and valuable customer
Case Study
Price: INR Rs. 11,500 + 12.36 % Service Tax
Contact: 502 Shalimar Morya Park,
Andheri Link Road,
Andheri West,
Mumbai- 400053.
email:
website:
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