Strategic Relationship Management
Led by: Shaun Smith
To book this workshop, please
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Who should attend:
This programme brings teams together in an environment that accelerates learning. It uses the dynamic environment of sailing to create high-impact learning and new ways of thinking about the relationship, combined with potential hospitality opportunities for clients.
2 Day course
This course is held on a High Performance Yacht accommodating 14 delegates. If held on land, a maximum of 20 delegates is recommended.
This programme focuses attention on those behaviours that engender trust, co-operation and communication. It helps sales teams plan their account strategy and then implement it so as to create value for the organisation and the customer.
This programme is one of a series of management learning programmes pioneered by Shaun Smith in response to the growing number of organisations looking for innovative learning experiences that really enthuse their people and lead to significant changes in attitudes, behaviour and results.
Each programme is based on proven experiential learning techniques and is designed using the latest research into how adults learn most effectively. The learning takes place on high-performance yachts using programmes specifically designed to link the experience to key business challenges. Each programme however can be adapted to, or combined with, a more traditional workshop setting.
Topics / Content:
Delegates focus on how they can capitalise on the strengths, weaknesses, opportunities and threats of their key customers. They look at the key success factors and analyse where they currently are against these factors. The exercises show delegates how to respond quickly to changing customer needs and how to work as a team to satisfy them. Delegates will also learn how to take control of crisis situations and turn them into opportunities.
understand the value of Strategic Relationship Management
understand how to move from competitive behaviour to collaborative behaviour
understand what strategic clients value and how to create new business opportunities
develop a framework for effectively developing an account plan
develop a strategy for developing future sales growth within their client/customer base
describe what actions they will take to implement a more strategic way of working.
As a bespoke course, the costs will depend on the details and length of the course.
Shaun is a leading expert in the field of customer experience, branding and organisational alignment. He is co-author of two books: Uncommon Practice which examines those companies that create exceptional customer experiences; and Managing the Customer Experience, which reveals how leaders can create the organisational capability to deliver an exceptional customer experience for their own company.
Shaun began his career in the airline industry, where he became Head of Customer Service, Sales and Marketing Training worldwide for British Airways. He later moved to Hong Kong to head up Cathay Performa Consulting, where he specialised in training and customer service strategy.
He returned to the UK in the late 1990s as Senior Vice President, Europe for Forum Corporation, which is one of the world’s leading providers of workplace learning.
Over the last 20 years, he has led a wide range of management development programmes including leadership, customer experience, and organisational alignment. He has worked within a diverse range of sectors throughout Europe, Asia Pacific and the US.