McTimothy Associates

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Maximizing Customer Relationship

Why Attend

This course fits perfectly between two important business functions: customer service and marketing. Have you ever wondered what makes some organizations shine in the hearts and minds of customers, achieve the highest levels of customer delight and at the same time generate record profits? In this course we blend customer service and marketing to give a practical insight into the workings of such successful organizations. We cover concepts such as customer satisfaction and loyalty, customer segmentation, profitability, customer satisfaction surveys, the customer value proposition and loyalty schemes to help you create a roadmap that will take your organization to new heights.

$ 195.53

Event Date: 07/03/2024 – 09/03/2024


More Dates

06/06/2024 – 08/06/2024

Price: $ 195.53

10/10/2024 – 12/10/2024

Price: $ 195.53

Course Methodology

In addition to the presentation by the consultant followed by written or oral questions the course relies on case studies and analysis of real industry examples, application exercises to practice the concepts acquired and the development by participants of survey questionnaires as well as other group presentations and exercises.

Course Objectives

By the end of the course, participants will be able to:

  • Explain customer satisfaction, retention and loyalty and measure them in a meaningful and systematic way
  • Defend the use of a profitability dimension to any customer loyalty strategy
  • Arrange, plan and manage impactful customer satisfaction surveys
  • Define customer segments, profiles and models for maximum strategic as well as tactical impact
  • Create ‘customer value propositions’ that work
  • Develop effective loyalty schemes: know what to avoid and how to improve them

Target Audience

All marketing staff at any level in the organization, Customer Relationship Management (CRM) departments, market research, loyalty scheme managers and supervisors, product managers, business unit managers, sales managers and supervisors, customer care managers and supervisors, analysts and any interested decision maker, department head or supervisor.

Target Competencies

  • Customer orientation
  • Balanced decision making
  • Results orientation
  • Understanding prospect’s motivation
  • Integrative ability
  • Problem and situation analysis


Course Outline

  • Key definitions
    • Customer satisfaction, retention, loyalty and delight
    • Levels of customer loyalty
    • Customer satisfaction and loyalty
    • Customer Delight
  • Building relationships with customers for loyalty
  • The need for relationships with customers
  • How to build a relationship for loyalty
  • Reasons for low customer engagement
  • Identifying drivers of customer loyalty
  • Principles of Customer Relationships
  • The importance of knowing your customers
  • Importance of value in relationship

Challenges of Relationships building

  • The 12 challenges of relationship building

Strategies for building relationships

  • Real-life example
  • Voices of customer
  • Grievance handling is customer relationship.

Determinants of Customer Relationships

  • Determinants of good customer relationships
  • Understanding factors influencing customer behaviors
  • Customer behavior to drive better relationships.
  • Maximizing customer relationships

Pitfalls to avoid

  • Avoid these deadly mistakes.
  • Practice exercise

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