Workshop on Effective Customer Engagement and Management for Business Development Executives

Program Overview:

To compete successfully in today’s challenging business environment, organizations need to create and sustain customers’ loyalty by delivering remarkable and outstanding services that are in tune with customers’ needs through engagement and loyalty management. The concept of customer engagement has evolved in recent years, as more companies seek innovative ways to attract and retain loyal customers. In the past, simply providing a quality product or service was enough, but new analytical tools show that engagement is a top influencing factor in a customer’s buying decision. This program is designed to help participants acquire, engage and retain customers for more profitable relationships.

For whom:

This program is designed for managers in marketing and sales, business development executives, market research, advertising, client relationship management functions, SMEs business owners who wants to maximize their customer relationships.

Learning Objectives             

At the end of the course, participants should be able to:

• explain how to build good customer relationships through engagement strategies;
• increase brand loyalty and improve customer satisfaction and retention;
• improve revenue and sales and ensure brand promotion;
• create listening centers to drive customer engagement through conversation;
• uncover and up-sell new opportunities; and
• apply customer engagement and improve brand reputation. 

Course outline:              

Module 1: Introduction to Customer Engagement

• What is customer engagement?
• The Benefits of Customer Engagement
• Customer Engagement vs. Customer Experience (CX) vs. Customer Satisfaction
• Developing Customer engagement plan
• Factors that drive and influence customer engagement 

Module 2: Customer Engagement Strategies

• Using social media as an engagement tool and not

simply a platform

• Engaging customers with In-Product messaging
• Obsessing over your customers by delivering

enormous value

• Creating custom content that addresses a bugging

customer questions

• Creating a “listening center” to drive conversation
• Scaling your customer engagement budget
• Improving customer support by making it your team’s duty
• Responding promptly to customer calls

Module 3: Effective Communication and Presentation Skills

• Using assertive communication techniques to

drive home your point

• Structure of effective presentation
• The 4 Ps of successful presentations
• Special presentation hints
• Techniques of audience control
• Handling questions and Motivating customers
• Managing presentation fright

Module 4: Using Storytelling and Brand Values for Real

 Customer Engagement

• Selling your brand Values

Training Methodology

Lectures, discussions, exercises, case studies, audio-visual aids will be used to reinforce these teaching/learning methods.