Week 1-Introductions and your present state
By the end of this session you will have explored where you are now and where you want to be. You will explore the ‘everyday’ relationship you have with your business and customers. We will start to map how you track interactions with your customers and where the gaps are for you?
Week 2-The Customer Journey- the beginning and on boarding your customers
By the end of this session you will have mapped the beginning and middle stages of you customer journey process. You will pinpoint the bumps in the road and how to navigate them. You will share experiences of working with your nightmare customers and think about how to set customer expectations.
Week 3- Building customer relationships and delivering the day to day.
By the end of the session you will understand how you want to build on the relationships you have with your customers. Explore how you can stay in touch regularly without being a pest!
You will also understand the importance of processes in order to grow your business and how you can begin to step away from the detail.
Week 4- Introducing a CRM into your business and your next steps
By the end of the session you will have had your first introduction to a Customer Relationship Management (CRM) system. You will explore the idea of a CRM in your business and the benefits they can bring. You will see inside a simple generic CRM system and explore how to select a CRM for your business.