Sales, Marketing and Customer Services

Objective
To provide the knowledge and skills required to identify the principal functions of Client Relationship Management systems, as well as the potential risks and benefits associated with the deployment of a CRM system in your organization.

Target audience
CEOs, directors of sales, marketing, operations and IT departments, project managers..

Prerequisites
None.

Topics covered

• Definition of Client Relationship Management (CRM): origins, evolution, current trends, overview of functionality
• The benefits of installing a CRM system for the enterprise
• The impact of a CRM system on the organization of the sales, marketing and customer service departments
• Planning a CRM deployment, the roles of the team and the organization
• Planning and executing the selection process for an CRM system, according to the identified requirements
• Overview and comparison of the main commercial and open source packages available
• Estimating costs and negotiating contracts for the software and the deployment project
• Government aid available for CRM deployment projects
• Planning and executing the implementation and deployment of CRM in the enterprise

Accredited course.
6 PDU

Objective
To provide the knowledge and skills required to develop the ability to intervene successfully, to use the language of influence, and to improve efficiency and customer satisfaction.

Target audience
Anyone in contact with in-house or external clients on a regular basis.

Prerequisites
None.

Topics covered

• Active and interactive listening techniques
• Voice and style: reflections of intention
• Perceptions: impact on relations and tools to adjust them
• Nonverbal language and staying in tune with the client, face-to-face and over the telephone
• Empathy and understanding: speaking the clients' language
• Efficiently using e-mail
• Handling client requests, orders and needs
• Using a language of influence related to the perceptual modes of clients and to the benefits of the products and services
• Opposition, argumentation and influential language
• Differentiating dissatisfaction, objections and complaints
• Vertical sales and cross-selling: definitions, how and when to use them
• Guide to the steps of a call: calling scenarios, from the opening to the conclusion, critical points
• Client follow-up and the development of customer loyalty

Objective
To provide the knowledge and skills required to recognize the symptoms of problematic time management, implement appropriate solutions, identify time robbers and capitalize them.

Target audience
Any audience.

Prerequisites
None.

Topics covered

• Symbolic representations of external and internal time frames and their effects on behaviour
• Energy: the key to superior performance
• Tools for improved time management: communication, knowledge, analysis, micro-management, discipline and perseverance
• Establishment of priorities: short term, mid-term, long term, evaluation grid
• The four quadrants of time management: urgent, not urgent, important, not important
• Learning to delegate: resistances, development and win-win solutions
• Symptoms of a management in crisis: evolving from a management of emergencies to planned management
• Time robbers: elements that reduce efficiency, exploration grid to discover and eliminate them
• A personal action plan for healthy time management

Accredited course.
12 PDU

Objective
To provide the knowledge and skills required to handle human resource (HR) tasks more efficiently, to better understand the role of HR in the organization, and to become familiar with the various concerns of HR and the best practices in the field.

Target audience
Business leaders and managers.

Prerequisites
None.

Topics covered

• The human dimension of organizations
• The transformation of human resource (HR) management: decentralization and new challenges
• The concerns of HR and industrial relations
• Diagnostic tools in HR: workforce planning
• The proficiency approach
• Hiring, recruitment and attracting skilled personnel
• The contribution of HR to the organization's bottom line
• Career planning and managing employee turnover
• Training and skills development
• Employee retention strategies: motivation and loyalty
• Legal aspects of HR

Accredited course.
12 PDU