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 benchmark the everyday relationship you have with your business and customers to identify where the gaps are. How would you score yourself on a scale of 1-10 when it comes to asking customers for a review? This session will see you setting clear goals that you want to achieve from the course and how you are going to get there.
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. We will map how you are generating new leads and how easy you make it for your customers to enquire. We will map your sales process to understand what works well and where prospects may be falling through the net. This follows us mapping out your onboarding process to see how you welcome your new customers. We will pinpoint the potential 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! It costs us 6-7 times more to keep making new sales than to nurture our existing customers. The journey does not stop after the sale is complete.
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 by emptying your head of the day-to-day repeatable tasks you do in your business and documenting them. How freeing does that sound?
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 reality of a CRM in your business and the benefits they can bring. You will see inside a simple generic CRM system and how that will help you facilitate your customer journey. We will also explore how to select the right CRM for your business- so important with 7,000 different systems out there.