Improve customer relationships digitally

Activly shaping virtual Customer Relations

Establish a digital learning architecture to train sales staff. Intensify customer contacts and improve the virtual approach.

CONTUR Entwicklungsprogramme (Development Programs)

Digitally improve Customer Relations

The client is a healthcare company with over 10,000 employees at more than 300 locations in Germany. It wanted to use the Corona time to actively pursue online customer acquisition with potential end customers and corporate customers and to impart its knowledge online as part of customer support with the aim of maintaining and, if possible, intensifying customer relationships. The target group of the measure is sales staff, who will be enabled to work with their customers in virtual conversations in a personal, appreciative and interactive way and to actively shape conversations.

Goals

Sales staff can interactively design virtual meetings with their customers in various 1:1 conversations, small groups (2-5 people) or medium-sized groups (up to 12 people).

A guideline and presentation template has been developed that is customised to the specific customer landscape, group sizes and the company’s key messages. This is available to the participants beyond the accompaniment in the training measure and can be further developed independently in the further course.

Different requirement profiles for sales employees in various roles and the skills derived for each role have been developed. In this way, competence development is systematically set up in the sales organization. This covers the spectrum from the “technical support role” to a “virtual moderator role” with the necessary knowledge of the dramaturgy and didactics of online events.

Learning videos are available to explain how to use the interaction tools adapted to the technical capabilities of the company – and the clients.

Measures

Virtual workshops to develop the roles and skills.
Development of a live online training program for the different roles. Virtual one-on-one coaching sessions to prepare and reflect on client events.
Development of 20 short learning videos of 1-2 minutes each (script, branding, shooting, editing).

Provision of lifehacks and templates
Piloting, structured reflection and agile adaptation to technical developments in the course of the project and changes in customer requirements

The Collaboration

Defined project management on the part of the customer as well as in CONTUR have collectively set the framework, continuously achieved the necessary internal coordination and coordinated the respective participants – from IT-relevant clarifications to the requirements for the end customer and corporate customer meetings of the sales staff.

Regular feedback loops ensured that expectations and results were continuously compared – and new customer requests that resulted from the exchange could also be integrated into the processing at short notice.

The exchange was always goal-oriented, professionally focused and very friendly. The project managers made this assignment their joint project, thought systemically and for each other, and ensured through time-efficient organization that the entire project was able to keep within the ambitious framework of three months.

2 runs of 7 modules of 2 hours each

24 Participants

Project framework 3 months

2 runs of 7 modules of 2 hours each

24 Participants

Project framework 3 months

Result

The participants of the training unanimously stated that they had gained great confidence in the didactic design of their virtual customer meetings and also received a lot of positive feedback about the charts used from the end customers. After the second run, a small group took over the training internally and conducted it in alternating pairs for their own colleagues, thus scaling it within the company.

Feedback from Participants

“

I have already expressed my sincere thanks to the trainers of CONTUR for their accompaniment. They were all three very different types, which meant that it was always a good fit. In addition it was always fun.

„

“

Now that the series of seminars has been completed, I would like to thank you very much for the pleasant and constructive cooperation so far, right from the first contact. The participation in the 7 modules was quite demanding, but in retrospect it was really worth it. The insights gained were really very valuable.

„

“

Even during the modules, I intentionally incorporated the learnings into my ongoing internal digital training/customer conversations.

„

Read further Custumer PROJECTS

Construction and project development Leadership, culture and AI Coaching

Skanska: Leadership Development with AI Coaching

Change leadership behavior with scalable AI Coaching. Ensuring the transfer of leadership development programs through self-coaching with artificial intelligence. Fostering self-reflection and creating cultural change.

learn more

Pharmaceutical company Leadership and culture

Goodbye silo: Together towards a new leadership culture

Customer-specific development programs for leaders to create a dialogue-oriented leadership culture on the basis of newly developed leadership guidelines.

learn more

Waste management and recycling industry Leadership and Culture

Knettenbrech + Gurdulic: Customized development program

Develop the competencies of experienced and new executives and develop, apply and model a common understanding of leadership based on the KNETTENBRECH + GURDULIC values.

learn more

International Company Cross-culture Collaboration

Cross-cultural collaboration in international teams

Fostering cross-cultural collaboration in international teams. Client and stakeholders in Europe and the team in Mexico and US.

learn more

international medium-sized company (location: China) Sustainability Management

Getting managers on board for the implementation of a climate strategy

At one of our international customers in China, we raised awareness among managers about different perspectives on sustainability in companies. The measure ran as a parallel to the development of the climate strategy for the site.

learn more

Global Automotive Supplier Train the Trainer in China

Established bi-national training team in China

Personnel development of a German-Chinese management team at a German automotive supplier in China and establishment of an internal training center. “Train the Trainer” of the existing training staff in the cultural context.

learn more

Internal. Manufacturer Musical Instruments + HiFi Leadership and Culture

Yamaha – International Management Development Program

International Management Development Programme for European managers at an international brand supplier.

learn more

Plant and mechanical engineers Coaching in Australia

Coaching of executives in Australia

Personal development support for sales executives in Australia. Culturally experienced coach, valid psychometric tests incl. debriefing.

learn more

Electronic company Intercultural Collaboration

Multicultural collaboration in production

Multicultural collaboration in production, sensitize teams to communicate effectively.

learn more

DAX Company Change

Transformation process industrial park

Managing and reflecting on change processes. Transformation support via an introduction to Janssen’s Model® based on the Four Rooms of Change theory by Claes Janssen.

learn more