Managing customer relationships, with the goal of retaining customers for life, is one of the most important requirements for a business to survive, especially in a tough economy. Designing a solid sales process, training your sales organization, and developing an effective CRM (Customer Relationship Management) strategy, are critical steps to achieving this goal. This course discusses how you should develop a customer retention strategy for your business, and what needs to be done to ensure success of your customer relationship implementation. This course will explore how your company can develop and deploy a customer retention strategy by building a customer-focused culture within your organization and by implementing key strategies for success. It will instruct attendees how to develop a strong, consistent and successful corporate strategy and sales organization that's focused on customer acquisition and retention. Like many companies today, you may be losing customers to your competitors, experiencing a shrinking market share, or having problems getting your sales reps to perform effectively and consistently. You may be wondering why some sales reps exceed while others struggle, why you aren't making your revenue projections, or why your customers aren't loyal to you. This course will help you with these issues and more, by demonstrating how your company can develop a sales process, define your sales training requirements and design a CRM strategy for your business.
Improve customer retention
Identify the best practices of your sales reps
Create sales processes to satisfy your customers' needs
Increase the productivity of your sales teams
Reduce sales cycles
Dramatically increase revenue
Align your marketing & sales activities
Implement a CRM strategy for your business
Who Can Benefit
Vice President for Sales
National Sales Director
Regional Sales Director
Regional Sales Manager
Introduction & Course Overview
Impact of Losing Customers
The effect of dissatisfied customers
The high cost of acquiring new customers
The low cost of retaining existing customers
Retention versus Acquisition
Where your revenue comes from
Identifying profitable customers
What's Causing Businesses to Lose Customer Focus
Introducing Customer Relationship Management
What are your Customers Thinking?
What is "Real" Loyalty?
Customer satisfaction versus retention
How to recognize loyal customers
The Loyalty Hierarchy
Increase profits with value propositions
Short-term versus Long-term customers
The CRM Process
Defining the Sales Process
The Corporate Silo
Building a Sales Process
The lead-flow process
How departments interrelate
Life Cycle Management
Marketing – sales – support
Earning the right to sell to existing customers
Where to Begin
Why CRM Projects Fail
Benefits of Developing a CRM Strategy
Begin With a Plan
Determining business goals and justifying investments
Doing a "GAP" analysis
Collecting Customer Information
Knowing Your Customer Profiles
Marketing to the right targets
Using an integrated database
The Sales Process
The 3 Key Components for Sales Success
The P.E.A.K sales process
The sales funnel
Misaligned vs. aligned sales pipeline
Benefits of a good sales pipeline
The relationship to the Sales Process
Sales training's goals
CRM Technology's Role
How CRM Technology Can Help
Deploying your process
CRM Product Choices, Platform Choices, and Product Requirements
Aligning CRM Strategies
CRM Alignment Components
Impact of Misaligned Strategies on Retaining Customers
Selling the CRM Process to Sales
Increasing CRM User Adoption Rate
The compensation plan
Aligning it with corporate strategies
The Marketing Strategy
Using CRM for Marketing campaigns
Mass Marketing is Dead
Personalization – The new deal
Market better – sell more
Using CRM Technology
Automating Customer "Touches" and Drip Marketing
Determining Qualified Leads
Marketing program investment calculator
Customer Lifetime Value (LTV)
Variable Data Marketing
Personalized marketing messages
Aligning your campaigns with your customers' points of entry
Prospecting & Lead Generation
Finding leads the new way
Using LinkedIn and Data.com (Jigsaw) to prospect
Matching leads to customer profiles
Real-World Practice Exercises
These hands-on breakout sessions will be held throughout the class.
Calculate what it will cost you and how many customers you'll end up with using an acquisition versus a retention strategy.
Determine which of your customers are in the top, middle and lower segments of the bell-curve.
List what types of loyalty your customers have for your company? Why? What can you do to improve it?
Develop a CRM Process (using the Workflow diagram) for your company.
Design your own Sales Pipeline with as many "layers" as needed for your business, while aligning them to the P.E.A.K Sales Process.
Describe your Corporate & Sales Strategies. Identify how your sales team is incented to deploy your various strategies and increase user adoption.
Sales & Pricing Strategies. Align your pricing and sales compensation strategies to properly motivate your teams.
Explore what Lead Generation methods and systems you could/should be using.
Define your ideal Customer Profiles.
Calculate your Marketing Campaign Investment and Life-Time-Value of your customers by using the Marketing Investment Calculator.
Determine how to align your Campaigns with your Customer Entry Points.
Describe ways you can Proactively Retain Your Customers.
https://www.exitcertified.com/training/business-skills/communication-leadership/customer-retention-the-key-to-business-success-49654-detail.htmlCUSRETCustomer Retention: The Key to Business Successhttps://assets.exitcertified.com/assets/CourseImages/bb54a7c55f/AdobeStock_234232929__FitMaxWzEwMDAsMTAwMF0.jpg1295.00USDInStock/Training/Business Skills/Communication and LeadershipManaging customer relationships, with the goal of retaining customers for life, is one of the most important requirements for a...1295.00Business SkillsClassroom2016-12-28T07:21:49+00:00USD