The two-day program is designed to hone in the appreciation that a client is forever. This is born out of an evaluation of the "Life-time value" of a customer. Relationships are central to the emergent paradigm of business and success. This forces us to evaluate our personal orientation to business, internal organizational network, knowledge management system and finally the customer in the context of competition. The program intends to look at the larger context and meaning of Relationships in the light of individual roles.

Benefits of attending

The participant will

• Learn how to take feedback and rationalize it for future action which is crucial to expectation management and market making
• The participant will become aware of issues of customer loyalty and key account servicing
• Become adept at concepts in CRM
• Appreciate the need for personal motivation and expectation management so as to become effective with the client.
• Anticipate customer needs and preemptively meet them.

Program Content

• The contemporary context of Relationship Management
• The Indian Work and Relationship Ethos: Issues in Modernity
• Developing Trust and Rapport
• Influencing with Integrity Skills: Sources of Power
• Influence Tactics / Resisting Influence
• Framework for Customer Relationship Management (CRM)
• Customer Loyalty and Customer Defection
• MBTI: Mental and Emotive Maps of Clients
• Group Dynamics: Observation and Sensing
• The Politics of Collectivity
• Building Collaboration: Listening and Asserting

Program Duration: Two Days

Who should attend: Middle to Senior Level Executives

Methodology: Discussion based exploration of ideas. Film-screening, Group plays / exercises, introspective exercises, note-making and learning log.