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ON-DEMAND HR Compliance

Customer Relationship Management: Strategic Methods to Manage Relationships

Learn to manage customer relationships strategically, adapt to each customer's personality, uncover hidden needs with the Kano approach and get more from your CRM software.

FormatRecorded sessionWatch any time
Length60 minutes
Rebecca Staton-Reinstein Speaker Rebecca Staton-Reinstein Leadership consultant and author · Advantage Leadership, Inc. · Ph.D., organizational development
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Overview

Everyone has customers, and keeping those relationships healthy takes more than software. This 60-minute customer relationship management webinar shows why your strategy for staying connected matters more than the system that tracks the details.

Each customer is different. How do they want to be contacted, what affects their business now, have their needs changed, what results did they get, and do they need more from you? Asking those questions is how relationships are managed.

You'll use personality basics to communicate better, apply Dr. Kano's camera company study to uncover hidden needs, learn a branding expert's 'it's all about them' approach, and build a strategic plan for internal or external customers.

Why attend: Many teams lean on CRM tools and tactics instead of conversation and strategy. This session helps you think more strategically, work with each customer's personality, discover what they really want and grow the business with every interaction. It suits customer relationship managers, salespeople, marketing specialists, small business owners, business analysts and anyone with an internal customer.

What’s covered

  • What has worked and fallen short in your own customer relationships
  • Personality fundamentals for communicating more effectively with customers
  • Lessons from Dr. Kano's camera company study on hidden needs, wants and unexpressed desires
  • Building practical probing questions
  • A branding expert's mantra, 'it's all about them', applied strategically
  • Constructing a strategic approach to internal and external customer relationships
  • Making customer management software more useful
  • Deploying a more strategic plan for working with customers

Who should attend

Customer Relationship ManagersSales PeopleMarketing SpecialistsSmall Business OwnersBusiness AnalystsAnyone with an Internal Customer

What you get

CertificateEmailed to each attendee after the session.
HandoutsSlides and checklists to reuse with your team.

About the speaker

Rebecca Staton-Reinstein
Rebecca Staton-Reinstein
Leadership consultant and author · Advantage Leadership, Inc.

Rebecca Staton-Reinstein, Ph.D., and President of Advantage Leadership, Inc. works with leaders and their organizations to Increase your bottom-line results through strategic leadership, engaged employees, and delighted customers in all economic sectors. Draw on her proven ability to mentor you through major change, customizing successful solutions to your complex issues. For over 25 years, Rebecca has contributed value as an executive, manager, educator, and consultant, honored on four continents. She is a Ph.D. in organizational development, a National Speakers Association Legacy Professional Member, and St. Petersburg Engineering Academy Foreign Member and author of books on strategic leadership and planning.

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