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Customer Relationship Management for Account Executives

Strong customer relationships are essential for improving customer satisfaction, strengthening loyalty, and supporting long-term business growth. In today’s competitive business environment, organisations must ensure that every customer interaction delivers value, [...]

  • Course ID: SM L014
  • Delivered by London Elite Training

– Course Overview

Strong customer relationships are essential for improving customer satisfaction, strengthening loyalty, and supporting long-term business growth. In today’s competitive business environment, organisations must ensure that every customer interaction delivers value, professionalism, and a positive customer experience.

The Customer Relationship Management for Account Executives programme by London Elite Training provides participants with the practical skills and communication techniques required to manage customer relationships effectively and professionally. The programme focuses on customer engagement, relationship-building strategies, service excellence, communication skills, and customer retention practices.

Participants will explore how successful organisations use customer relationship management principles to improve customer experiences, strengthen loyalty, and support business development objectives.

By the end of this programme, participants will have the confidence and practical tools required to manage customer relationships more effectively, improve communication with clients, and contribute to stronger customer retention and satisfaction.

– Learning Outcomes

By the end of this programme, participants will be able to:

  • Understand the principles and importance of customer relationship management
  • Improve customer communication and engagement techniques
  • Build stronger professional relationships with customers
  • Understand customer expectations and behaviour
  • Handle customer concerns professionally and confidently
  • Improve customer satisfaction and retention strategies
  • Apply customer service best practices effectively
  • Strengthen collaboration between customer-facing teams
  • Monitor customer relationship performance and feedback
  • Support long-term customer relationship development

– Who Should Attend?

This programme is designed for professionals involved in customer communication, account support, and relationship management, including:

  • Account Executives
  • Relationship Officers
  • Customer Service Professionals
  • Sales Executives
  • Client Support Teams
  • Customer Success Professionals
  • CRM Professionals
  • Frontline Customer-Facing Staff
  • Course Outline
DAY 01
Introduction to Customer Relationship Management
  • Understanding CRM principles and objectives
  • The importance of customer relationships in business growth
  • Customer expectations in modern business environments
  • The customer lifecycle and relationship stages
  • Roles and responsibilities of customer-facing professionals
  • Understanding customer value and loyalty
  • Common customer relationship challenges
  • Customer-centric business approaches
  • Activity: Analysing customer relationship scenarios
DAY 02
Communication Skills for Relationship Management
  • Effective verbal and written communication techniques
  • Active listening and questioning methods
  • Building rapport and customer trust
  • Professional communication etiquette
  • Managing difficult customer conversations
  • Emotional intelligence in customer interactions
  • Techniques for improving engagement and responsiveness
  • Communication across digital and traditional channels
  • Activity: Customer communication role play
DAY 03
Customer Satisfaction & Service Excellence
  • Understanding customer satisfaction drivers
  • Delivering consistent service quality
  • Managing customer expectations effectively
  • Handling complaints and conflict resolution
  • Building positive customer experiences
  • Service recovery techniques and strategies
  • Customer-centric problem-solving approaches
  • Improving customer engagement and loyalty
  • Activity: Service excellence workshop
DAY 04
Customer Retention & Relationship Development
  • Customer retention strategies and techniques
  • Strengthening long-term customer relationships
  • Identifying opportunities for relationship growth
  • Personalisation and customer engagement methods
  • Introduction to CRM systems and customer databases
  • Collaboration between departments to improve customer experience
  • Measuring customer loyalty and engagement
  • Developing customer communication plans
  • Activity: Customer retention planning exercise
DAY 05
CRM Performance & Continuous Improvement
  • Measuring customer relationship performance
  • Understanding customer service KPIs and metrics
  • Gathering and analysing customer feedback
  • Reporting and communication best practices
  • Continuous improvement in customer service delivery
  • Managing customer relationship challenges effectively
  • Developing professional relationship management action plans
  • Final practical assessment and presentations
  • Trainer feedback and programme review

Duration

  • 5 Days

In Person (Special Discount for this period only!)

  • £ 4,500
  • 3,950

Online (Special Discount for this period only!)

  • £ 2,300
  • 1,750
  • Global Locations
  • London
  • Dubai
  • Barcelona
  • Paris
  • USA
  • Online
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Corporate groups of 2+ are eligible for a 15% discount. Enquire here

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