Training Course Seminar Workshop Provider

SASARAN PELATIHAN

Memahami mengapa CRM sanagat penting dalam membina dan menumbuhkan loyalitas pelanggan Mampu menentukan sasaran dan penggunaan CRM system Dapat menetapkan sasaran CRM system Recognize best practices in implementing a CRM strategy. Dapat memanfaatkan CRM untuk menumbuhkan penjualan, peningkatan pelayanan pelanggan dan .

MATERI YANG DIBAHAS

I. CRM DAN LOYALITAS CUSTOMER

Fungsi dan peran CRM Loyalitas customer dan mengoptimalkan Customer experience CRM and Business Intelligence

II. CRM DALAM AKTIVITAS MARKETING

Relationship and One to One Marketing Cross Selling and Up-selling Customer Retention Customer and Business Value

III. CRM DAN PELAYANAN PELANGGAN

Call Center and Customer Care Customer Satisfaction Measurement Customer Service Checklist for Success Customer Service Training

IV. AKTIVITAS TENAGA PENJUALAN DAN KEGIATAN CRM

Activity , Contact and Lead Management Business Training for Salesforce Handling Complain

V. Planning CRM Programs

Developing a CRM Strategy CRM Business Plan Implementation CRM

METODA PELATIHAN

Pemahaman konsep Kasus Games dan role-play Instructor Drs. Elyus Lanin, Msi Schedule May 26-28, 2010 3 days Venue Jayakarta Hotel Bandung Tuition Fee Rp. 5.250.000,- per participant, excluding accommodation & tax. Registration (form) Send by email -or- fax to:

PT. FOCUS TRACO INDONESIA Wisma Pakuan, Jl. Pakuan 12 BOGOR - 16143

(0251) 2169150, 9399988 (0251) 7534984 training@focustraco.com

MANFAAT PELATIHAN

Pelatihan ini dirancang khusus untuk meningkatkan kompetensi dengan menggali potensi, meningkatkan motivasi dan mengembangkan pola pikir, tutur kata, sikap & perilaku peserta hingga sebagai “service provider” untuk dapat melayani dengan hati melalui penguasaan ketrampilan dalam memberikan pelayanan prima demi kepuasan pelanggan dan kemajuan perusahaan.

SASARAN PELATIHAN

Setelah mengikuti pelatihan ini, diharapkan para peserta mampu:

Memahami makna dan manfaat pelayanan prima u/ diri sendiri, pelanggan & perusahaan Menyadari fungsi dan peran mereka yang sangat penting sebagai pimpinan dan frontliners yang dapat menentukan citra/ nama baik perusahaan Mengembangkan kepribadian agar menjadi pribadi yang prima untuk memberikan pelayanan prima Menguasai teknik-teknik untuk memberikan pelayanan prima demi kepuasan pelanggan Meningkatkan ketrampilan untuk berkomunikasi dengan nasabah/customer dengan menggunakan bahasa yang asertif Meningkatkan kemampuan untuk bekerjasama dalam mendukung terwujudnya pencapaian visi dan misi perusahaan Menguasai teknik-teknik untuk merubah “complaint” menjadi “compliment” Mengembangkan keyakinan dan kemampuan untuk melakukan presentasi yang meyakinkan Memahami Aplikasi Sistim Manajemen Pelayanan Prima

POKOK BAHASAN

Pelayanan Prima: Pengertian & Manfaat 4 Pilar dalam membangun Pelayanan Prima 3 Jenis Pelayanan Kepuasan Pelanggan Budaya Pelayanan Prima Sikap Pelayanan Prima Priramida Manajemen Dalam Pelayanan Hal-hal kecil yang menjadi pembeda : MoT Kenali & Dekati Pelanggan Anda Pelanggan yang memungkinkan dibayarnya gaji kita 4 Dasar Kebutuhan Pelanggan Teknik & Tips Melayani Pelanggan :ASRI Analisis Penyebab Kekecewaan Pelanggan Teknik Menangani Keluhan & Kemarahan pelanggan Manajemen Pelayanan Prima

METODE PELATIHAN

Edutainment & Experience Learning.

PESERTA YANG DIANJURKAN

Para Manager, Supervisor, Public Relation, Customer Service, HR, Sales/Marketing, General affairs, Staff Procurement, Engineers dan bagi siapapun yang ingin mengambil manfaat dari training ini.

Instructor Cerah Iskradono, MM Schedule November 25-26, 2009 2 days Venue Ibis Slipi Hotel Jakarta Tuition Fee Rp. 3.450.000,- per participant, excluding accommodation & tax. Registration Send by email -or- fax to:

PT. FOCUS TRACO INDONESIA Wisma Pakuan, Jl. Pakuan 12 BOGOR - 16143

(0251) 2169150, 9399888 ( 021) 41002917 (0251) 7534984 training@focustraco.com

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Today’s Web is a more powerful marketing tool than ever. Are you tapping into its amazing potential to turn users into customers?

It’s no secret that the Internet has drastically changed the dynamics of the merchant/customer relationship. Now when it’s time to make a buying decision, customers increasingly turn to the Web for product and company information. They expect companies to be transparent, open and honest—and when given a choice spend their dollars with those that are. This seminar provides marketing professionals with concrete techniques for applying Web 2.0 strategies and tools to their overall marketing portfolio. Research consumers’ online habits and mine the data to engage them with blogs, social networks, podcasts and video. You’ll return to work with ready-to-use job aids and templates, including media strategy checklists, reporting forms and more.

How You Will Benefit

Migrate traditional marketing activities to your online marketing Become familiar with the components of online communications programs Monitor the Web for “buzz” about your brand Implement and measure search engine optimization and paid search techniques Initiate a measurement and metrics regime to demonstrate the ROI of your e-marketing efforts Generate interest and buy-in from senior executives and other organizational stakeholders

What You Will Cover

Integrating Online Marketing into the Overall Marketing Mix

Brand building and awareness over the Web Online market research: what works, what doesn’t and how to adjust quickly Identifying online communities where your customers congregate Discovering likes and dislikes of your customers to refine your product offerings Using word of mouth, word of Web and buzz marketing Lead generation/affiliate marketing—the automated referral network Best practice spotlight: McDonald’s: How McDonald’s integrated an existing offline campaign into an online campaign

Social Networks and Successful Online Community Programs

Creating a Web friendly, open and transparent company “Tell me don’t sell me,” the informational vs. promotional rules of the road Using targeted marketing within social networks Defending and assuring accurate representation of your product online Best practice spotlight: Toyota Motors—Setting up a social network and online community program

Effective Online Marketing Communications Programs

Working with and leveraging bloggers Setting up your corporate marketing blog and getting it noticed Using RSS feeds to generate traffic Disseminating online marketing intelligence throughout your organization Elements of a successful podcasting strategy Publicizing videos and getting them to “go viral” Best practice spotlight: National Geographic Channel—Using multiple online marketing communications vehicles

Search Engine Marketing—Optimize and Advertise

Key factors of search The leaders in paid search Tools and key players for SEO and SEM automation Best practice spotlight: Replacements Limited—Using search to drive a successful marketing strategy and build a business

Online Marketing Measurement and Metrics

Measuring what matters: online sales, Web visitation, time on site, lead capture, participation and interactivity Leveraging online ratings networks List of online marketing analytics software providers The engagement scorecard: How well are you engaging your customer, building the brand and increasing sales? Best practice spotlight: Tommy Hilfiger—How Web analytics drove an online merchandizing strategy

Who Should Attend

This seminar is designed for marketing professionals at every level who are involved in interactive marketing strategies and would like to gain a practical understanding of the latest techniques and tools available.

This seminar features Web 2.0 technologies.

"Web 2.0 for Business" programs explore the latest technologies driving the interconnectivity and interactivity of Web-delivered content. By enhancing creativity, information sharing, and collaboration, Web 2.0 innovations such as social-networking sites, wikis, and blogs are changing the face of business today. "Web 2.0 for Business" programs help businesses and individuals evolve and thrive by leveraging the latest Web 2.0 technologies.

Instructor FOCUS's Team Expert Schedule On Request 2 days Venue - - Tuition Fee  Rp. 3.400.000,-   per participant, excluding accommodation & tax. Registration Send by email -or- fax to:

PT. FOCUS TRACO INDONESIA Wisma Pakuan, Jl. Pakuan 12 BOGOR – 16143

(021) 7009-9943   (0251) 2169-150 (0251) 7534-984 training@focustraco.com  

Increase your sales effectiveness and, in turn, your sales results.

In today's hyper-competitive selling environment it is the quality of the relationship with current and prospective clients that makes the difference. The salesperson who masters the how-to in client relationship management will be the winner. SkillsPlus is the how-to sales training program.

HOW YOU WILL BENEFIT

Greater sales results by having more and better client relationships Plan and conduct sales meetings with a process that is straightforward, intuitive and effective Uncover clients needs beyond the superficial Have sales tools available to you that help you manage objections, present with conviction and gain client commitment and close Selling with integrity and conviction that clients reward with their commitment to you

YOU WILL LEARN

The basic patterns of customer behaviour, via The Dimensional Model, so that you can work more effectively with every type of client you are likely to encounter Strategies to appeal to both the customers tangible and intangible needs and their inner motivations Adaptation skills for your reselling strategy, using the approach that is most likely to pay off How to optimize your chances of success by planning the sales call

WHO SHOULD ATTEND

Sales managers, sales representatives, account representatives and investment advisors looking for a competitive edge

Instructor FOCUS's Team Expert Schedule On Request 3 days Venue - - Tuition Fee  Rp. 4.800.000,-   per participant, excluding accommodation & tax. Registration Send by email -or- fax to:

PT. FOCUS TRACO INDONESIA Wisma Pakuan, Jl. Pakuan 12 BOGOR – 16143

(021) 7009-9943   (0251) 2169-150 (0251) 7534-984 training@focustraco.com  

It’s true: salespeople ARE born here.

This seminar is a road map of the entire sales process, covering every critical phase of selling and giving you the enhanced listening and state-of-the-art prospecting skills you need to succeed as a professional salesperson today.

HOW YOU WILL BENEFIT

Understand each phase of the selling process – identifying prospects, positioning your product, handling objections, establishing commitment and building relationships that lead to future sales Learn how to position your product or service as a problem-solver and needs-satisfier Discover how to employ effective listening skills Learn skills from prospect identification to long-term relationship building

YOU WILL LEARN

The five-step method to prospecting Strategies for getting the appointment How to make customer focused presentations How to develop a competitive analysis Ways to establish commitments Different ways to close the sale more effectively

WHO SHOULD ATTEND

Salespeople with zero to one year of selling experience, as well as potential candidates for sales positions, those who want to refresh their sales skills, customer service representatives and technical or support staff who interact with customers

Instructor FOCUS's Team Expert Schedule On Request 2 days Venue - - Tuition Fee  Rp. 3.400.000,-   per participant, excluding accommodation & tax. Registration Send by email -or- fax to:

PT. FOCUS TRACO INDONESIA Wisma Pakuan, Jl. Pakuan 12 BOGOR – 16143

(021) 7009-9943   (0251) 2169-150 (0251) 7534-984 training@focustraco.com  

Make your accounts competitor-proof.

This interactive course guides you through the sales process and incorporates consultative/solutions selling. You’ll return to work better equipped to develop presentations that meet your clients’ real needs, create a specific plan to achieve your sales goals, anticipate objections and close sales with ease.

HOW YOU WILL BENEFIT

Create a master selling plan – from gaining interest and identifying needs, to closing and reinforcing the sale Build long-term relationships by offering solutions – not just products or services Successfully sell on a consultative level Improve your speed in interpreting buyers needs

YOU WILL LEARN

The pillars of professionalism: principles, commitment and performance New business development: qualifying business opportunities How to develop strategies for incremental sales How to read buyer behaviour effectively and adapting your presentation style accordingly When and how to close the sale Telephone techniques: call planning, qualifying prospects, getting appointments Closing techniques

WHO SHOULD ATTEND

Experienced sales or business development managers with three to five years of field experience

Instructor FOCUS's Team Expert Schedule On Request 3 days Venue - - Tuition Fee  Rp. 4.800.000,-   per participant, excluding accommodation & tax. Registration Send by email -or- fax to:

PT. FOCUS TRACO INDONESIA Wisma Pakuan, Jl. Pakuan 12 BOGOR – 16143

(021) 7009-9943   (0251) 2169-150 (0251) 7534-984 training@focustraco.com