RELATIONSHIP MANAGEMENT (DURING LEARNING / SERVICE DELIVERY) (Client…
RELATIONSHIP MANAGEMENT (DURING LEARNING / SERVICE DELIVERY)
Share if any critical situations arise
Ability to raise "red flags", such as cumulative last minute cancellations
Solve problems together
Provide timely solutions
Engage with client about new solutions or developments
Proactive: Keep client informed about ongoing learning (see also Proof & Truth)
Service visits, visit by Sales rep not to engage in Sales dialogue but to follow up from a service perspective
Demonstrate new solutions
show what other similar client doing with other solutions and the value added
reassess, bringing value, results, where can bring more value, new developments at customer side?
Develop strategies to drive additional usage within client
Learner satisfaction surveys
KPIs related to issue management (learner tickets opened, type of ticket)
Listen to client feedback
Product development and enhancement requests
Client community forums
Proof / Truth Moments
Access reports on-line, for example using BOX, so that it saves time emailing every student
Access student data such as attendance, progress reports, and trainer feedback to monitor development.
BJ has a number of entities, Berlitz, Phoenix, Simul, and each have different report formats. Sometimes confusing for clients.