Unlocking the Customer Management potential of your team

Unlocking the CM potential of your team.

Are you concerned that your organizational structure prevents effective customer management?

Working out how to unlock the delivery potential across functions and product specialisms for organisations, in particular larger established organisations, is always a challenge. We can help with our experience of putting together stakeholder and team programmes and evolving to a new way of working.

You will have an organization that delivers and responds quickly to customer changes and challenges.

How we have helped:

We delivered:

We worked with an international financial services organization to develop their approach to structuring customer management globally and locally.
This involved the development of a steering group, and cross-functional project teams.
We reviewed core comptetency frameworks to identify potential major development needs for their proposition.
We rolled out training and toolkits globally in areas of major concern e.g. Key Account Management.

Support for the Director or Leader of Customer Management
Do you feel confident that your role/responsibility is well defined and understood?

Are you setting up a new team and approach and would like a reality check on your approach?

This is where we really come into our own. We really care and support the individuals we work with; it is not our ambition to show how good we are, but how good you are.

We can assist you with one-off or regular review and mentoring sessions.

You will have the confidence to drive customer management forwards

How we have helped:

A head of customer development was not convinced he would ever make any progress in his organization.
He was preparing to improve his CV and leave. We helped him to review his situation, identify areas where he could really show progress, and set out a clear plan. His board bought it. He is still there and making great progress.

Developing the customer knowledge of the team
Does your team have what it takes to deliver customer management?
There are some fundamental values, behaviours and skills required to deliver successful customer management.

We believe passionately in knowledge development and sharing. We can help you think through the knowledge base of your team and any development you need as an organization. We also help in the design and delivery of training and development programmes.

How we have helped:

We delivered:

We designed and run the Institute of Direct Marketing Key Account Management training programme for Business to Business.
We developed a Customer Management competency and skills profile for a West Sussex County council.
We developed an international proposition design and development training programme for RSA.
We provided an injection of a key skill to an organization for a 6 month period to enable them to shape their programme, whilst training their people to take the responsibility forwards.
We designed and delivered an introduction to Customer Management, Customer Communications and Customer Propositions training programme for the AA.

Your knowledgeable people will be the envy of other organisations…
Specific training /event programme dates:
• Institute of Direct Marketing B2B programme – KAM 20^th April 2010
• Grow your business 12 May 2010
• Marketing Week Retention Conference (June 8/9/10)