Stakeholder and CRM

Stakeholder & Customer Relationship Management

Are your Customers happy?

“Listening to those that have attended the course there are some remarkable examples of where they have applied the knowledge back in their day to day work, in-fact some of the stories are quite spectacular.”
– Mark Johnson, NZTA

Book Now

$600
$600
  • Book your place on Stakeholder and CRM
  • $750 plus GST

    MAY 26

    AUCKLAND

Buy Now

$600
$600
  • Purchase the course online now and get a 10% discount
  • $750 plus GST

    MAY 26

    AUCKLAND

Get in Contact TODAY

  • Request another date
    OR request in-house training
    OR just to speak to a human!
The Problem!

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 relationship with your customers!
 

The benefits!

For clients this course will give you the tools to improve your supply chain management and advance your procurement management. You will be able to “build more for less” and get better value from your supply chain.

For consultants this course will give you the tools to improve your performance with the key outcomes being:

  • More new work
  • More repeat work
  • Easier tenders
  • More reasons for clients to come back
  • Better performance out of your supply chain
  • Improvement of your customer service
  • Empowering your staff to take action and change behaviours
Learn the Five GAPS in SERVICE QUALITY when it comes to customer relationships

 

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 & framework agreements
  • new forms of contract
  • Integrated supply chains
  • new ways of working
  • new roles
  • Innovation
  • costs can be amortised over the framework time period
  • Inexperienced clients
  • don’t understand the process & have to be managed
  • Supply chain management
  • outsourcing specialisms
  • focus on logistics
  • focus on knowledge management
  • Metrics -if you don’t measure, you don’t improve

3) Demonstrate a knowledge of the core body of knowledge relating to Stakeholder & Customer Relationship Management and application to the management process within corporate enterprises:

  • Use customer Analysis Matrix,
  • Identify moments of truth and develop a moments of truth action plan,
  • Recognise customer needs,
  • Use Coleman Behavioural analysis,
  • Develop a Customer Key Account Management Plan.
  • Develop a Stakeholder Management Plan, based on the SWAN matrix

4) Improve customer satisfaction, retention & win more new business by:

  • Developing a more strategic approach to customer relationship management by:
  • Identifying how supply chain relationships are changing
  • Understanding the principles of customer relationship management
  • Defining & measuring customer relationships
  • Bringing everyone up to speed on how to decide where to put customer development effort
  • Giving you the tools to manage client relationships and gain opportunities
  • Providing the insight into how to undertake effective customer development

 

Why choose The Academy Stakeholder & Customer Relationship Management course?

It’s enjoyable!

“The course content was fantastic, this gave me the tools to perform more professionally and identify where our organisation needs to make changes to be more profitable.” – Callum McCorquodale, Well-Connected Alliance

Immediately applicable…

The way forward is exciting and clear…
You will go home and be able to immediately apply the knowledge you have gained. This course is for people that care about their business; it’s not for the faint hearted as it will show your inadequacies. Participants leave with excitement and a clear way forward to improve their business by better stakeholder and customer relationship management.

War stories shared…

The tutor, Amanda Warren, uses real case studies selected from her direct industry experience to provide a strong practical context for the module The course value is demonstrated through industry examples. Networking and learning from the other participants is achieved by being encouraged to share your personal experiences.

Presented by an industry leader…

Amanda Warren, Managing Partner of The Academy of Constructing Excellence NZ

Amanda is an experienced Consultant who is passionate about industry performance. She has delivered successful outcomes on a wide range of change programmes both in UK and New Zealand. She has been in NZ since 2004.

Amanda is currently Industry Chair of the Lean Construction Institute, LCI and is a leading expert in Lean Construction and Last Planner. She is also an expert in Benchmarking and runs the CCG National Benchmarking Programme.

She has been employed by or consulted to several major organisations including, NZTA, MBIE, AT, ANZ Bank, Naylor Love, Arrow International, Fletcher Construction, UK Government, BAA, Carillion and Skanska. She was employed as Operations Director for Mace Ltd (an award winning Project and Construction manager) for five years before moving to New Zealand.

Book Now

$600
$600
  • Book your place on Stakeholder and CRM
  • $750 plus GST

    MAY 26

    AUCKLAND

Buy Now

$600
$600
  • Purchase the course online now and get a 10% discount
  • $750 plus GST

    MAY 26

    AUCKLAND

Get in Contact TODAY

  • Request another date
    OR request in-house training
    OR just to speak to a human!
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