Profitable Customer Relationships (PCR)

Logo_PCR

There's a change in our organisation – GAC is evolving to a unified view of a customer, including the standardization of best practices and the implementation of Profitable Customer Relationships (PCR).

Profitable Customer Relationships (PCR) is designed to help you create more satisfied customers, thus addressing Critical Success Factor One (CSF1) of our strategic management tool GAC TIME. Every relationship we have with a customer is a connection, and every GAC person is an active member of building and evolving this connection. You have the ability to respond to any customer type depending on your relationship with them, and your interaction affects future outcomes with the company clients.

View the Bill Hill – introduction video

Who should apply
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Who this course is for:

This course is designed for all personnel who wish to raise their customer service, analysis, and sales skills to the next level. This is also a special focus on customer retention and this course will culminate in the creation of a real-time Customer Action Plan based on information from the field gathered by participants.

What this course covers:

Customer Relationships, identifying various types of customers and identifying sources of information that will help build relationships in your company.
Customer Pyramids, the 80/20 Principle in relation to customer service, and the creation of a customer pyramid based on real-time information from your office.
Customer Satisfaction, its importance in maintaining longer term profitable customer relationships, and the GAC Way of measuring customer satisfaction through GACtime.
Customer Analysis and understanding data using a Customer SWOT, Portfolio Analysis, Lifetime Value of Customer, and Relationship Index. Who are our best customers? What does each customer add, and what role does each customer play in regards to revenue, volume, and profitability.
Expansion - what opportunities for improving relationships and expanding business are we able to see based on our analysis? Participants will be instructed through Value Chain Analysis, or Vertical Integration, to determine opportunities for upselling.

How this course will be taught:

Profitable Customer Relationships (PCR) runs for eight weeks and is delivered via our state-of-the-art interactive online Learning Management System.

When one goes to a general doctor, he prescribes routine medicines which may or may not really help. But if you go to a specialist, he will diagnose in detail and give provide a perfect treatment for your life. The course has been a specialist in equipping us with all the tools to analyse our customer in detail and apply a perfect solution.

Gracias Thevar, GAC India

I found the Customer Pyramid, Financial Modelling, Customer Supply Chain Analysis and Action plans were the essential tools that need to be done and reviewed frequently within our business.

These studies have definitely changed my approach towards our business and customers and will endeavor to use them in my daily life. Customer Satisfaction is something that we all are working towards but Profitability is also a very vital in a successful partnership.

I had great fun and wonderful to be a part of this group. Not only did I just learn while gathering data for my presentations but also a lot of knowledge was gained by reading others' presentation also during the course.

Pramod Rebello, GAC Dubai

The PCR course will definitely assist me in my daily work as well as knowing what to do/plan on the customers in order to provide good service. Having these tools I am able to understand the customers better & look on the weaknesses/strengths which can be improvised without having to wait for any feedbacks from them.

Nooraisah Binte Peer Mohd, GAC Singapore

Who to contact:

The course is open to GAC employees. For further information, please This e-mail address is being protected from spambots. You need JavaScript enabled to view it This e-mail address is being protected from spambots. You need JavaScript enabled to view it , Business Development Manager, GAC Corporate Academy.