OXCEL International Training: CLIENT RELATIONSHIP MANAGEMENT BY Dr. Michel Gagne (6th & 7Th October 2011)

INTERNATIONAL TRAINING SEMINAR

“CLIENT RELATIONSHIP MANAGEMENT”

Course Title                     : CLIENT RELATIONSHIP MANAGEMENT

Language of Instruction  : English

Venue                              :  Hotel

Duration                           : 2 Days (16 Hours)

Date                                 : 6^TH & 7^TH October 2011

Time                                : 08:30 – 17:30

Admission Fee                 : USD290.00 booking before 24^th September 2011 

                                            (after that the investment cost will be $350 per participant).  

Free                                : Coffee Breaks, Lunch, Training Materials and Certificate of Attendance
                                          from OXCEL.

Group booking               : 5 persons will get one free.

Please notice that we have only 11 seats available so far. So do not wait and book your seats now!.

For more information/ registration, please feel free to contact us.

OXCEL (CAMBODIA) CO., LTD

The Cambodia Representative Office of The Oxford Centre For Leadership (OXCEL, UK) | No. 74, Street No.360, Sangkat Boeung Keng Kang III, Khan Chamkarmorn, Phnom Penh, Kingdom of Cambodia| Cell Phone: /010-666697/015-959595 / 012-225252 | Tel: 023-216313 | 023-987545| Fax: 023-993876 | E-mail: info@oxcelcambodia.com | Website: www.oxcelcambodia.com | For OXCEL Live DVDs: www.oxceldvd.com | F: www.facebook.com/oxcelcambodia  

 EXECUTIVE SUMMARY

Coaching is not a new concept. However without coaching, training loses its effectiveness rapidly, and often fails to achieve the lasting behavioral changes needed. While training is an "event", coaching is a “process”, which is a valuable next step to training to insure that the new knowledge imparted, actually becomes learned behavior.

BACKGROUND TO THE PROJECT

The Oxford Centre for Leadership has recognized that the top of the work practices in any Business are the Building of Lifelong Business Relationship. Customers are the end of any business and Employees are the means.

The Concept of CRM (Customer Relationship Management) is based on this fact.

All it takes is to Lead People, Delight People and Make People Loyal to create a stream of perpetual income!

INTRODUCTION AND OBJECTIVES

The aim of this program is to assist participants in the “Building of Lifelong Business Relationship” through a Customer Relationship Management Program.

In the last few years, some organizations have found that their sales process have gotten more challenging while the performance of some of their Sales Professionals who were Past Stars (falling stars) has deteriorated! Selling complex products and services, versus selling commodities, has always been more difficult and sales professionals must have different skill sets, as illustrated below:

COMMODITY-TRANSACTION SALE

• Simple product or service—perceived as a commodity by the buyer.
• One or two calls—perhaps telemarketing.
• One or two apparent decision makers.
• Low risk.
• Relationships less important—buyer views the sales professional as vendor.
• Technique selling.
• Price quote and availability more important.

COMPLEX SALE

• Complicated product or service.
• Multiple consultative calls, demonstrations, and presentations.
• Technical sales support.
• Multiple decision makers - executive committee or board-level decision.
• High risk.
• Relationships very important - buyer may view the sales professional as a business consultant.
• Value-based selling.
• Proactive sales proposal or response to a Request for Proposal (RFP).
• Return on investment (ROI) very important or required.

Other factors in most complex sales also have contributed to process and performance problems:

• The economy—companies don’t have the funds to buy.
• Fallout from the late 90’s—companies no longer buy products and services without first completing in-depth analyses.
• Required value proposition—sellers must prove that their proposed products or services make or save money.

Most companies recognize that the world and their buyers’ buying processes probably have changed forever. But, some companies haven’t recognized the need to make changes in their sales and work forces. They wonder why their people can’t work like they did in the past. Perhaps many professionals don’t have the skills or tools needed for the time we live in?

LEADING CUSTOMER RELATIONSHIP:

The Coach Approach to Customer Relation in the Workplace

Relationship Values (RV) – those that deliver the greatest value to the customer for the most competitive price – are the only results that count in today’s marketplace.

RV = Lifetime Value of Customer + Lifetime Values of Referral

RV = LVC + (1 + no. of Referrals)

The Coach Approach assumes that every organizational team member has the potential to leverage his or her strengths for the achievement of world-class business results. The voice of the Executive Coach in this program is intentional, it serves as an affirmation of the needs for every leader to adopt a role that serves as a catalyst for others to step up, stretch, and realize their full potential.

The “Customer Relationship Management Workshop” assists all Managers in the

point of contact with the customer (internal & external) in responding to the frequent challenges and effort in meeting customer needs.

The “Customer Relationship Management Workshop” incorporates an imaginative array of assessments, methods, activities and questions to promote the attitudes and behaviors that are vital to effective and enjoyable customer relationship. Both new and experienced sales people and leaders of sales team will find much to support and enhance their work with both newly organized and existing sales teams.

• Assessments are provided to pinpoint the sales people strengths and opportunities for improvement in Customer Relations.
• Customer Relation activities are provided to support the design of effective CRM development.
• Customer Relations anecdotes are sprinkled throughout because we learn more easily from stories.
• Customer Relations inquiries are meant to provoke deeper understanding and integration of new ideas.

Finally, the “Customer Relationship Management Workshop” takes a critical stand on customer relationship and offer a new, more humanistic approach to help you in Building Lifelong Business Relationship.

“Customer Relationship Mindset” Stopping the INSANITY of doing the same thing and expecting DIFFERENT RESULTS Being the BEST you can BE, nothing else! OVERVIEW OF THE PROGRAM.

The Master Executive Coach:

Michel Gagne will facilitate the workshop and implementation of the overall “Customer Relationship Management Workshop” which provides executive and business coaching, training and consulting for organizations seeking to dramatically increase their success through better leadership, peak performance, communication, sniper sales, work environment and retention.

The facilitator develops and delivers programs that teach and develop entrepreneur and managers to coach, mentor and lead their people, and to support them in their career development. He has individually coached entrepreneurs, managers, executives, business owners, sales people and professionals from diverse industries including banking, insurance, manufacturing, information technology and professional services.

Customer Relationship Management Workshop Agenda (2 days program)

1. Leading People in Customer Relationship

• Why Leadership?
• What are you Core Values?
• Assess the strengths and benchmark for improvement.
• Determine areas of strengths, gaps in peak performance and areas for improvement.

2. Delight People in Customer Relationship

• Identification of 5 Key Concepts.
• From Selling Products to Satisfying Customers.
• Customer Services (before, during and after).
• Understanding Customer Perception (It’s all in the Mind).
• Creating Customer Delight (Miumm! Yummy!).
• Employee Perceptions and How to Delight Them!
• Satisfaction Consistency Model.

3. Make People Loyal in Customer Relationship

• What is Loyalty?
• Creating Customer Loyalty.
• Creating Employee Loyalty.

4. Implementing the Customer Relationship Management Process

• Establishing the path to the “Creation of the Champion in the sales team”

The METHODOLOGY

The basic flow of the workshop involves an experimentation followed by a reflection based on the experience of the participants, a theory input and finally the integration of the key elements. Some of the methods used will be based on reverse role-playing, peer discussion, case studies, Games, Interviews, Self Assessment and debates with panels.

B “Get Emotional about your customers”,

The talk is about the effective use of EQ in the customer relationship management process. People should never forget that sales and work occur to fulfill emotional needs. No one buys or do anything unless they feel they want it, they need it, or they just like the person who's selling it. Find out what your customers like and dislike, where they live, what they drive, how they spend their weekends, and much more.

Bond with your customers so that they get emotional about you! Get in touch with their inner core! Most customers are waiting to be recognized.

Your competitors won't be shy about showing your customers how much they care for them! If that happens, you can kiss those customers goodbye.

Profile – Dr. Michel Gagne, Master Executive Coach

Michel Gagné started to train coaches in Québec, Canada in 1975. His Train, the Trainer program has successfully contributed to more than 35,000 coaches throughout Canada. Michel Gagné is a Certified Coach Facilitator with Corporate Coach U International and a Certified Counsellor with the International Society of Mental Training and Excellence. He is also a Certified and Licensed Leader with the Legacy Leadership Institute of Dallas, Texas and a Certified NLP Coach with Lambent do Brasil of Sao Paulo.

Michel is a highly skilled communicator and motivator experienced in dealing with the corporate, government and education sectors, as well as NGO’s. He has directed courses and lectured all over Canada; in the European countries of United Kingdom, France, Switzerland, Sweden and Russia; in the Caribbean Islands of Puerto Rico and Dominica; in the West African countries of Senegal, Guinea and Mauritania; in Cairo for the Gulf Region; in the Asian countries of India, Nepal, Sri Lanka, Thailand, Philippines, Indonesia, Malaysia, Brunei, Cambodia, Singapore, Taiwan and China.

Currently based in Malaysia, he was previously attached to a Government Agency in Malaysia as Manager of High Performance Programs. He has been involved in Management and High Performance for many years at various levels; initially, at the City of Montreal in Staff Training and Stress Management programs; the Coaching Association of Canada in High Performance Programs. In Asia with companies such as INTEL CHINA, INTEL Technology Sdn Bhd, INTEL Microelectronics Sdn Bhd, ING Insurance, AXA Insurance, Global Implementors, Magnus Management Consultant, Arachem, Easy Call, Liebert, Yokohama, Pioneer, Concorde Hotel, Transnational Insurance Brokers, Emerson Group of Companies, Inter – Enterprise Solutions, Gamuda IT Services, Great Eastern Life Assurance Berhad, 3M Malaysia Sdn. Bhd., Apex Communications, Walton International Group, Bank Bumiputra Commerce Berhad, Bank Pembanguan & Infrastruktur Berhad, CISCO Security Pte Ltd, INDOSAT, Hewlet Packard, Telekom Malaysia Berhad, Sony Ericson and many more.