Customer Relationship Management

(10 Days)

SUITABLE FOR:

Senior Managers, Chief Managers, Sales Managers, Customer Services Managers, Guest Relations Managers, Managers, key Sales Executives, Supervisors, Officers and employees dealing with different types of customers (internal and external customers) in all industries .

SUMMARY:

The topics covered include:  

• CRM the partnership of strategy and technology
• Putting the relationship back into customer management
• Understanding what customers want: exploiting CRM strategies to maximise customer retention and loyalty
• Applying CRM to complex business relationship management
• Enterprise Relationship Management from vision to reality
• Interacting with the empowered customer
• CRM: the business goals and practical challenges
• How to develop a customer focused culture

OBJECTIVES:

DAVID NICKLIN BSc.,CEng,M.I.Mech.E.

Academic Qualifications:

Bachelor of Science, Aston University, UK;

Chartered Engineer and Member of the Institute of Mechanical Engineers.

1986 - Present: Independent Consultant

Previously: 1958: West Midlands Gas Board as a Chemist

1959 - 1979: Dunlop (Held various positions in Engineering, before moving to training and development department)

1980 - 1986: G.E.C. /Pirelli - Group Training & Development Manager.

David trained as a mechanical engineer after working originally as chemist; working in technical departments before moving to product design and then project engineering and operations management. Most of his work has been with major manufacturing, service, oil and gas companies. This career has included design, method study, control and systems engineering, maintenance engineering, contracts and works management. His training experience was developed as Tutor/Consultant at Dunchurch - GEC, The College of Management, where he conducted engineering, manufacturing, purchasing and quality programmes. He was also a major contributor to the general management programmes. He has worked as an Associate with Ashridge Management College and also Sundridge Park Management Centre