The market can change round you  - Not all customers are the same.

Understanding their needs & wants is crucial

Customer Relationship Management is NOT ABOUT SOFTWARE!

It is about managing your relationships with your customers!


What am I going to learn?

1) A strategic approach to customer relationship management
  • Creating happier customers
  • Increasing customer retention
  • Win more repeat business
2) The changes we can see that are driving or resulting in new customer relationships:
  • Longer term partnering and framework agreements
  • Integrated supply chains
  • Metrics -if you don’t measure, you don’t improve
3) Demonstrate a knowledge of the core body of knowledge relating to Stakeholder and Customer Relationship Management and application to the management process within corporate enterprises:
  • Identify moments of truth and develop a moments of truth action plan
  • Develop a Customer Key Account Management Plan
  • Develop a Stakeholder Management Plan, based on the SWAN matrix
4) Improve customer satisfaction, retention and win more new business by:
  • Defining and measuring customer relationships
  • Giving you the tools to manage client relationships and gain opportunities
  • Providing the insight into how to undertake effective customer development


For more information, or to discuss a customised in-house training programme, please contact us, on

Constructing Excellence training courses, workshops and events may be considered for contributing to a recognised Continuing Professional Development (CPD) scheme as part of personal development. Participants should check their individual scheme requirements.