b"CASE STUDYDEVELOPING COMMUNICATION AND CUSTOMER RELATIONSHIP MANAGEMENT SKILLS FORENTERPRISE COMPUTING, GHANA /As customer relationship management practices become increasingly sophisticated, modern organisations must develop strong communication and relationship management skills in their employees to ensure sustainable service excellence and generate revenue-boosting sales results. THE PROJECT Demonstrate critical skills to create memorable sales pitchesEnterprise Computing is a leading technology company in Ghana and presentations that provides bespoke solutions to institutions both in Ghana and throughout Africa through its partnership with NetApp, VMware,This course was led by a highly experienced trainer and expert in Microsoft, Oracle and IBM.client-facing communications and customer relationship management, focusing on the delegates' unique training needs. In April 2019, Crown Agents designed and delivered a customised three-day training programme for 24 employees of the organisation.THE IMPACT The main objective of the training was to equip participants withThe delegates were highly engaged throughout the training. Our practical communication skills in order to build more effective andpost-course evaluations recorded: long-lasting client relationships. The programme explored the key principles of how to win business, offer innovative sales solutions toclients and create and maintain sustainable client relationships100%through an exploration of key customer relationship and communication techniques.of delegates said the stated course learning objectives were metThe programme was split into two sections, with the rst of delegates stated that their personal learning objectives werespecically tailored for the senior management team, focusing on also methigh-level communication and relationship management skills. The of delegates believed that what they have learnt will have asecond part of the programme was developed for the company's positive impact on their workplace performancesales staff, with the aim of becoming more condent communicators in order to drive revenue.One of the delegates who attended the training commented: The programme addressed the key personal and inter-personal It was excellent training tailored to skills for achieving communication excellence, including listening,questioning, inuencing and presenting, to ensure sales pitchesmy professional needs. were relevant and impactful and led to lasting client relationships. The programme was positively received at organisational level, The training programme was highly interactive, with plenary with Enterprise Computings Head of HR and Admin, Cionilda Esi presentations, group discussions, learning exercises and anCudjoe, saying: examination of relevant case studies.Professionally communicate with partners and stakeholders ON COMPLETION OF THE TRAINING, DELEGATES WERE ABLE TO: [We] are pleased with the practicaland customer-focussed nature in whichAppreciate the signicance of corporate values on customer communicationCrown Agents designed andUnderstand the needs and psychology of the customerimplemented the training programme.Understand the benets of active listening and questioning skills"