These programs focus on maintaining and developing the business and personal relationship with clients and customers.
Key Account Management
Programs and workshops to develop the right working relationship with important or
major accounts. It might involve areas such as account planning,
strategic selling, balanced scorecard, systems integration, client research
and analysis, negotiation approaches,
financial planning, client forums, public relations
issues, exhibitions management, and customer
referral systems.
Relationship Management
Also called customer care programs which focus more on the
interpersonal relationship between an organisation and its customers. Aspects of this
might include influencing skills, team
building, personality matching, understanding corporate
cultures, dealing with different nationalities, body
language, neurolinguistic programming or NLP,
managing social events and client integration activities.
Negotiation Skills
Provides an in depth introduction to the skills and
approaches of profitable negotiation. Aspects might include the
negotiation process, negotiation variables, negotiation power, and various
negotiation manoeuvres. Most programs will involve extensive role play or case play
(drawn from the participant’s own work area). They might also
include video play back
, one on one counselling or extensive team coaching. Some clients have
even run programs together with their real suppliers. We ran, for example, all negotiation
programs for Lucas Varity and its subsidiaries, also for CMG plc and also
for a hospital board and all its suppliers together.
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