Training and Development Yale Consultancy Sdn Bhd

Programmes
Your Advanced Leading Executive

About YALE

YALE Consultancy Sdn Bhd is an international

professional service firm in Malaysia. The
organisation is a dynamic practice providing
professional services in research and
development, training, corporate and

Fire Your management consultancy and couching to its

clients. Our objective is to provide a high standard
of professional practice in every field for every

Consultant and
one of our clients.

Become Expert Course Synopsis

on Managing This course is specially designed for marketing

professionals, entrepreneur and business
people who would like to learn the area of

Customer
customer relationship. In this module, it
begins with background and history, move
through an overview of relationship theory,
outline the Identity-Differentiate Interact-
Relationships Customize framework, and then address
metrics, data management, customer
management and company organisation,
channel issues, and the store of the future.
This module is indirectly helping the
organisation to increase sales of through
customer relationships.

Contact Us

Dr George Leow
 012 326 6874
YALE CONSULTANCY SDN. BHD. (805615-X)
 79-3, Amber Business Plaza, Jalan Jelawat 1
Cheras Batu 3½, 56000 Kuala Lumpur
 016 977 4993
 03 90801932
 info@yaleconsultant.com
 www.yaleconsultant.com
Objectives
• To provide methodical overview of the
background, the methodology, the
particulars of managing customer
relationship for competitive advantage.
• To enable students to understand
interrelationship customers and service
provider. Hence an effective method can be
used to increase the service quality in the
industry.
• To expose students with principles and
techniques how to enhance customer
relationships.
•
Benefits
• Enhanced understanding the principle
of managing customer relationships
• Know the function of managing
customer relationships
• Conduct consultation and preparing
strategic marketing plans
• Enhance the organisation performance
through customer relationships
Who Should Attend
Marketers, Sales Executives, Marketing
Manager, Business Consultant, Company
Secretary, Academician, Researchers,
Entrepreneur as well as anyone who wish to
acquire in-depth knowledge in marketing
Course Method
This course is highly interactive, inspiring and
packed with fun. It consists of a lively mix of
group work, discussions on case studies, and
practical examples.
Method of payment
Price: RM 4 800/pax
Bank made payable to (please attach a copy of
payment slip)
Payee Name: Yale Consultancy Sdn Bhd
Programme Outline
The lecturer concerned may start the class
with a lecture of the topic. This will be
followed by the class practical and case
studies of the specific issues.
Weeks Assignments
Day 1 Evolution of Relationships with
Customers
The Thinking behind Customer
Relationships
Customer Relationships: Basic
Building Blocks of IDIC and Trust
Day 2 Identifying Customers
Differentiating Customers: Some
Customers Are Worth More Than
Others
Differentiating Customers by Their
Needs
Day 3 Interacting with Customers:
Customer Collaboration Strategy
Using the Tools of Interactivity to
Build Learning Relationships
Privacy and Customer Feedback
Day 4 Using Mass Customisation to Build
Learning Relationships
Measuring the Success of Customer-
Based Initiatives
Customer Analytics and the
Customer-Strategy Enterprise
Day 5 Organising and Managing the
Profitable Customer – Strategy
Enterprise
Delivery Channel Issues of the
Enterprise Focused on Building
Customer Value
Store of the Future and the Evolution
of Retailing
Day 6- Practical Training on Managing
14 Customer Relationships
Day 15 Submission and presentation