direct impact = management topics relevant for success

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CRM for Service & Sales

"Only those who, through reflection, arrive at a new way of thinking, can also re-think". (Peter Hahne)

Facts that speak for themselves

• Winning new customers is more expensive than promoting loyalty among established customers.
• Negative word-of-mouth gets around a lot quicker than positive.
• Only 4 % of all dissatisfied customers remain loyal to their supplier.
• 80 % of all customers whose problems were solved satisfactory purchase products from that supplier again.
• Sales departments can more effectively manage customer relationships through CRM.

For all who have direct customer contact - on the phone, in written form or in-person – we offer analysis and consultancy as well as conception and execution of communication and behavioral trainings for the following topics:

• Effective and customer-oriented telephone communication
• Professional service and complaint management
• Personalized customer contact for field sales force members
• Active dunning and collection by telephone
• Sales by telephone
• Communication of the third kind: modern contact in business correspondence and in e-mails
• Stress management in customer interaction
• Time/self management and work organization
• Effectively taking some of the load off the boss’ shoulders
• Convincing rhetoric during daily business
• Personal development: "Building personal strength as a self-developer"
• Convincing presentations - impressive self-portrayal in in-person customer contact
• Fascinating presentation and moderation
• Training to become a communication coach
• Training to become a CRM trainer: Train-the-trainer

Effective measures also include coaching your managers and employees in services and sales.