Developing a successful marketing strategy that captures customer loyalty is at the heart of long-term success in the rapidly evolving telecoms sector. Many generic approaches do not translate well into telecoms.This course is designed to enable delegates to develop specific and sustainable customer-centric strategies for telecoms products and services.The skills and techniques you will learn will enable you to build a strategic marketing plan to steer your business profitability through the fast-moving world of convergence and integrations.In today's customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team and organization's performance. This seminar gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage. Link your customer measurement to customer loyalty.

·  Understand the key weaknesses of marketing strategies in telecoms and identify success factors when setting marketing objectives

·  Learn which macro-environmental factors influence your choice of marketing strategy

·  Discover the importance of setting and managing customer needs through the customer lifecycle and the drivers for customer loyalty in telecoms

·  Learn to apply basic segmentation techniques and assess customer requirements in different markets (consumer, business, retail & wholesale)

·  Discover how to design products branding, pricing, bundling and channel strategies and select the most appropriate promotional mechanisms

·  Understand the role of partners and techniques for successfully managing them.

·  Uncover the secrets of outstanding customer service

·  Discover how to make every client connection a positive one

·  Nail down practical ways to hold on to their valuable customer base

·  Explore how to measure their organization's ability to meet and exceed customer expectations.

·  Win and keep the backing of top management with step-by-step cost/benefit analysis

·  Manage customer complaints more effectively

·  Lead a company-wide, customer-focused strategy

·  Apply the latest techniques of TQM to your operation

·  Identify the advantages and disadvantages of both phone and e-mail systems

·  Recruit and retain a winning staff through savvy interviewing and motivational techniques

·  Use your resources to generate market research and sales support data

·  Show your total bottom-line contribution to the marketing effort

·  Set high performance standards that encourage -- not intimidate -- your team

·  Reduce CSR turnover to the absolute minimum

·  Optimising CRM & Retention Strategies

A basic understanding of marketing in the telecoms environment would be advantageous but is not essential

This seminar is extremely useful for anyone who operates or manages any business or department that deals directly with customers, including customer service and call center managers, credit and collections managers, field service managers, regional service managers, help desk managers, business owners and sales managers.

On-Site & Public

2 Days