ITSM MasterClass 3 - CUSTOMER RELATIONSHIP MANAGEMENT

Course Duration

1 Day(s)

ABOUT THE WORKSHOP

A successful relationship manager will bridge the divide that often arises between a business unit and its IT department. Now that most organizations complete the culture change from technology based to service focused closer relationships between customers and suppliers need to be formed.

This MasterClass investigates the need to understand service delivery and service delivery pressures from a customer point of view. It identifies the key attitudes required to build a solid relationship with customers and points the way forward in terms of maintaining closer relationships. The roles and responsibilities are put under the spotlight and the view that customers may have of suppliers is illuminated.

WORKSHOP OBJECTIVES

The MasterClass objective is to help individuals and organisations identify and develop strategies that harness with practical common sense processes to ensure that delivered services meet levels of expectation, accurately, consistently and efficiently.

A skilled and experienced Service Management professional leads each MasterClass. Their subject knowledge and their ability to entertain a knowing audience ensures that participants are guaranteed a highly informative and valuable experience.

PARTICIPANTS WILL RECEIVE

• Copies of lecture graphics
• Copies exercise and case study material

SKILLS GAINED

After attending this MasterClass participants will be able to understand more clearly:

• Different customer styles and relationships.
• The 5 types of supplier/customer relationship.
• The key areas of supplier and customer responsibility.
• The role of the account manager.
• Strategic customer retention activities.

Case studies and individual exercises will help enhance the messages this MasterClass delivers.

AGENDA

• Building alignment between IT and the business.
• Planning strategies as a trusted IT advisor to key stakeholders.
• Analyzing IT's services and culture.
• Creating clear and effective service delivery agreements.
• Differentiating internal IT services from competitive solutions.

Prerequisites

You need no previous experience in order to gain maximum benefit from this MasterClass

Who Should Attend

Business analysts, project managers, IT department managers, IT executives, business/IT liaisons and anyone else involved in establishing, managing and maintaining relationships between IT and the business.

Close

Participants will be able to contribute to a customer-centric culture and achieve greater personal growth and customer satisfaction and demonstrate a positive, confident and professional approach with internal and external customers.