Introduction
Orientation towards the client now represents an obligatory approach in all business sectors. Often, the success of an enterprise connected to the ability, on the part of all business functions and every manager, to understand, know and share this managerial philosophy, with particular reference to its implications in the various processes and business functions.
Closely connected to client orientation to the client, Customer service fundamentals represented by the exact understanding of the quality concept and perception of client value (customer satisfaction). You combination of these concepts gives marketing a new and primary role, more directed toward the correct management of the client relationship (relationship marketing). 
Objectives
To propose methodologies and tools for the preparation and realization of customer retention plans.  To develop capabilities and planning and management ability of customer service activities and to provide operational and support tools. 
Recipients 
Sales and Marketing Directors, Owners of SMEs.  
Duration
2 days
NOTE:  The course is delivered in Italian