Customer Relationship Management: Mastering Profitable Relationships


Click For Bio
Duration
90 Mins
Level
Intermediate
Webinar ID
70038

What is it about your organization's customer relationship management practices which identify you as competitive, unique or first-class ? Who are your customers? What do they want? How we can more effectively persuade our existing customers to purchase more of our products and services, while referring even more prospective new customers our way? We'll talk about how to deal with some of the "newer" challenges to our effectiveness, including faster information velocity, capacity, bandwidth and our own mobility. You'll leave with a "Top 25 Tip List" for gaining repeat business and new business!

Why Should You Attend

In this program, participants will learn:
» Keys to effectively approaching prospective customers
» Tips for communicating even more effectively, including body language, spoken communication, written communication, face-to-face communication, telephone skills and obtaining and retaining important customer information
» Steps for maintaining a positive attitude while effectively handling stress and complaints
» Guidelines for empowering yourself and your employees for interactions with customers

Does approaching prospects task your customer service representatives? 
Have you and your team run out of ways to effectively communicate with customers?
Would you like to be able to walk away with 10 tips everyone can use to alleviate stress immediately, shifting attitudes back to the positive side?
How about a quick "one-pager" to help you empower your staff?
If you answered "yes" to any of these questions, then come laugh, listen and learn as Chris DeVany leads us all through those important topics, key questions and answers we all need to be able to address effectively to improve our team members' and team's performance, no matter how widely distributed everyone is! 

Areas Covered in the Session  
 » Who are our customers?
 » Who are our clients?
 » What makes a customer a client?
 » How many transactions do we need to truly make a customer a client?
 » What do our customers need?
 » What do our customers want?
 » What questions may we ask to help solve customer problems?
 » How may we continue to remain customer-focused in everything we do?
 » What techniques are we using which are already effective with customers?
 » Why do our best customers choose to do business with us and continue to do business with us?
 » How effectively can we repeat with everyone those behaviors which our satisfied customers value?
 » How regularly are we contacting and communicating with customers?
 » Are we engaged in "quality communication" with customers?
 » Are we continually "present" with our customers?
 » How can we be sure we are continually providing value to customers?
 » What Customer Relationship Management technologies are we using to communicate effectively with customers and prospective customers?
 » How effectively are we using these CRM technologies?
 » How proactively are we contacting customers and prospects to identify their needs?
 » How proactively are we engaging existing customers to continually identify their additional needs and anticipate their future needs?
 » What are we doing to effectively close sales?
 » What are we doing to master profitable customer relationships?

Who Will Benefit 
 » CEO
 » Senior Vice President
 » Vice President
 » Executive Director
 » Managing Director
 » Regional Vice President
 » Area Supervisor
 » Manager
 » Senior Managers, Managers at all levels

Christopher_DeVany.png

Chris DeVany

Chris DeVany is the Founder and President of Pinnacle Performance Improvement Worldwide, a firm which focuses on management and organizational development. Pinnacle’s clients include global organizations such as Visa International, Cadence Design Systems, Coca Cola, Sprint, Microsoft, Aviva Insurance, Schlumberger and over 500 other organizations in 22 countries. He has been a consultant to government agencies like the Federal Government of the United States, the Royal Government of Saudi Arabia, Government of Canada, Government of Cayman Islands and Her Majesty's Government of the United Kingdom.

He has published numerous articles in the fields of surviving mergers and acquisitions, surviving change, project management, management, sales, team-building, leadership, ethics, customer service, diversity and work-life balance. His publications range widely, touching all important aspects, right from ASTD/Performance in Practice to Customer Service Management. His book, “90 Days to a High-Performance Team”, published by McGraw Hill, has helped executives, managers and team leaders improve their performance and professional decisions. Chris has been interviewed for various radio and television programs.

He has assisted organizations in merger, acquisitions and facilitated post-merger and acquisition integration. He has also actively been a mentor in developing project management, sales, customer service and marketing strategies, in-bound and out-bound call center programs, training and development management and new hirees. Fostering corporate growth through creative change and innovative initiatives is his forte! He is a Boston University alumnus, with degrees in management studies and organizational behavior.

  Webinars By This Keynote Speaker

Live webinar

Chris DeVany

CEO at Pinnacle Performance Improvement World

Jul 19, 2022

Duration : 90 Min

01:00 PM ET / 10:00 AM PT

Webinar Id: 70147

Live webinar

Chris DeVany

CEO at Pinnacle Performance Improvement World

Aug 16, 2022

Duration : 90 Min

01:00 PM ET / 10:00 AM PT

Webinar Id: 70148

Live webinar

Chris DeVany

CEO at Pinnacle Performance Improvement World

Aug 31, 2022

Duration : 90 Min

01:00 PM ET / 10:00 AM PT

Webinar Id: 70149

Live webinar

Chris DeVany

CEO at Pinnacle Performance Improvement World

Sep 6, 2022

Duration : 90 Min

01:00 PM ET / 10:00 AM PT

Webinar Id: 70150

Live webinar

Chris DeVany

CEO at Pinnacle Performance Improvement World

Sep 13, 2022

Duration : 90 Min

01:00 PM ET / 10:00 AM PT

Webinar Id: 70151

Live webinar

Chris DeVany

CEO at Pinnacle Performance Improvement World

Sep 29, 2022

Duration : 90 Min

01:00 PM ET / 10:00 AM PT

Webinar Id: 70152

Live webinar

Chris DeVany

CEO at Pinnacle Performance Improvement World

Oct 5, 2022

Duration : 90 Min

01:00 PM ET / 10:00 AM PT

Webinar Id: 70153

Live webinar

Chris DeVany

CEO at Pinnacle Performance Improvement World

Oct 19, 2022

Duration : 90 Min

01:00 PM ET / 10:00 AM PT

Webinar Id: 70154

Live webinar

Chris DeVany

CEO at Pinnacle Performance Improvement World

Oct 27, 2022

Duration : 90 Min

01:00 PM ET / 10:00 AM PT

Webinar Id: 70155

Record webinar

Chris DeVany

CEO at Pinnacle Performance Improvement World

Duration : 90 Min

Webinar Id: 70017

Record webinar
Record webinar

Chris DeVany

CEO at Pinnacle Performance Improvement World

Duration : 90 Min

Webinar Id: 70038

Record webinar

Chris DeVany

CEO at Pinnacle Performance Improvement World

Duration : 90 Min

Webinar Id: 70039

Record webinar

Chris DeVany

CEO at Pinnacle Performance Improvement World

Duration : 90 Min

Webinar Id: 70040

Record webinar

Chris DeVany

CEO at Pinnacle Performance Improvement World

Duration : 90 Min

Webinar Id: 70014

Record webinar

Chris DeVany

CEO at Pinnacle Performance Improvement World

Duration : 90 Min

Webinar Id: 70073

Record webinar

Chris DeVany

CEO at Pinnacle Performance Improvement World

Duration : 90 Min

Webinar Id: 70074

Record webinar

Chris DeVany

CEO at Pinnacle Performance Improvement World

Duration : 90 Min

Webinar Id: 70075

Record webinar

Chris DeVany

CEO at Pinnacle Performance Improvement World

Duration : 90 Min

Webinar Id: 70076

Record webinar