Best Practice in Marketing, Customer Service and Sales

An examination of the makeup of the market, the role of marketing, sales, and customer service in the delivery, and relevant consumer behaviour

Introduction

An examination of the makeup of the market, the role of marketing, sales, and customer service in the delivery, and relevant consumer behaviour. Topics include basic principles and key concepts related to the design and implementation of marketing efforts in service & product organizations. The goal is to develop and evaluate marketing, sales, and customer service plans. Discussion covers the marketing process and the development and analysis of strategic marketing plans.

Course Objectives 

 

Course Outlines

Day 1

Customer service

Attaining customer satisfaction through quality measures

Customer Satisfaction and Loyalty

Day 2

Key loyalty measurements

Loyalty and profits

Customer satisfaction surveys

Day 3

The changing business environment

Preparation and self-organization

Day 4

The sales process

Marketing concepts

Marketing audit and planning

Day 5

Marketing communication and campaigns

The Product Life Cycle (PLC): A Strategic Approach

Marketing research

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