Learning objectives :

• Develop routines to maintain long-term customer relationships
• Turn your satisfied customers into active advocates
• Recognizing the early warning signs of a risky relationship and taking control before it’s too late
  ‍

Course :

Session 1: Building Loyalty Every Day
Building customer relationships can’t be done on the fly. Participants discover the Customer Radar, a tool for transforming information gathered about an account (news, current pressures, network signals) into concrete business intelligence and opportunities for value-added engagement. They then learn how to approach every interaction with a customer in the right way, with a clear purpose rather than simply “staying in touch.”

The goal is to move away from a reactive approach and establish follow-up routines that foster a sense of connection without coming across as opportunistic.

Session 2: Upselling and Cross-Selling
A satisfied customer is both the primary driver of business growth and the best advocate. Participants will learn how to identify opportunities for expanding their business with existing customers and how to capitalize on them without being pushy.

This practical exercise focuses on drafting an email following an internal referral: how to craft a message that is credible, natural, and actionable, without creating pressure or straining the relationship.

Session 3: When the Relationship Deteriorates
Any business relationship can go through a difficult phase: a contact who becomes less available, a contract renewal that drags on, or an internal champion who changes jobs. Participants learn to spot these early warning signs before they escalate into a crisis, and discover the three approaches to take when dealing with a new contact who replaces their champion.