In an increasingly competitive business environment, organizations are adopting structured approaches to assign dedicated advisors or account managers to each customer, as clients now expect personalized and high-quality service. Customers are therefore grouped into portfolios based on well-defined criteria.

This training is designed to equip participants with the skills required to manage a customer portfolio effectively. Participants will discover, revisit, or deepen key concepts related to customer portfolio management, enabling them to contribute more actively to business sustainability—particularly through improved service quality and increased revenue generation.

Throughout this training, participants will engage in icebreaker activities, presentations, practical scenarios, experience-sharing sessions, a post-training action plan workshop, and hands-on exercises.

Registration Details

Course details

Why Build and Manage Customer Portfolios?

Why create structured customer portfolios?
The key benefits of managing customer portfolios

Defining Customer Classification Criteria

Understanding your customers
- Classification based on revenue, turnover, industry sector, and other relevant criteria

Developing Tailored Strategies for Different Customer Segments

Customer relationship management strategies
Delivering consistent service quality
Practical role-playing workshop

Growing and Retaining a Customer Portfolio

How to develop and expand a customer portfolio
Best practices for maintaining long-term customer relationships

Evaluating Customer Portfolios

Why evaluate a customer portfolio and the benefits of doing so

Customer Portfolio Evaluation Methods

Current value of the customer portfolio
Potential value of the customer portfolio

Other course(s) in this category

→ Training: Managing Internal and External Customer Complaints

→ Training: Customer Relationship Management and Service Quality

→ Training: Customer Portfolio Management

Benefits:

A course material for each participant.
Coaching available after the training.
We offer you in public session:
- Tea, coffee
- Dinner at a nearby restaurant
- Wireless internet connection

Prerequisites:

Objectives:

Provide participants with strong customer portfolio management skills
Establish or strengthen a customer-centric culture within the organization
Increase customer satisfaction levels to drive revenue growth

- 26/01/2026
- 27/01/2026
- 20/04/2026
- 21/04/2026
- 01/06/2026
- 02/06/2026

- 09/03/2026
- 10/03/2026

Pricing

Preferential rate

833

$ / participant

Public orgs, NPOs

Public price

981 $ / participant

Practical information

Duration: 2 day(s)
Schedule: 9:00 a.m. to 4:30 p.m. (2 coffee breaks + 1-hour lunch)
Format: - Online (live virtual classroom)
- Or in person, depending on availability

📄 Download course outline (PDF)

Registration details

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Mark Plouffe, Government of Canada

« Je tiens à vous remercier tous les deux d’avoir offert à mes ressources une excellente formation COBOL au cours des trois derniers jours. Mamadou, merci d’avoir été si accommodant malgré le court préavis et d’avoir envoyé votre formateur à Gatineau pour ce cours personnalisé. Nous avons hâte de poursuivre notre collaboration pour de futurs besoins de formation. »
(Traduit de l’anglais)

“I want to thank you both for providing my resources with excellent COBOL training over the past 3 days. Mamadou, thank you for being so accommodating on such short notice and for sending your facilitator to Gatineau for this customized and personalized training course. We look forward to continuing our partnership for future training needs.”

René-Claude Bouchard | Chargé de projets | STM

« Mamadou est venu nous aider à réorganiser notre panneau d’arrêt via un outil de rapport, Crystal Reports. Mamadou a réussi avec succès le travail de précision, au pixel près, puisque nous voulions un rapport similaire au design graphique original. Il nous a aidés à découper le projet par cycle et à intégrer le rapport à notre logiciel corporatif. La qualité que nous avons appréciée était le souci du détail et la constance. Mamadou a été très professionnel et connaît plusieurs autres technologies. Merci. »

“Mamadou helped us reorganize our stop panel using a reporting tool, Crystal Reports. He successfully delivered precise, pixel-perfect work, as we needed a report that matched the original graphic design. He helped us break the project down into cycles and integrate the report into our corporate software. What we appreciated most was his attention to detail and consistency. Mamadou was very professional and is knowledgeable in many other technologies. Thank you.”
(Translated from French)

Martin Côté – Analyste Assurance Qualité – Travailleur autonome – Montréal

« Ce fut un plaisir de faire affaires avec Doussou Formation. Ce qui fait LA différence est le service personnalisé totalement à l'écoute des participants ainsi que l'adaptation aux besoins de formation. Flexibilité / Adaptabilité / Professionnalisme / Courtoisie. Merci ! »

“It was a pleasure doing business with Doussou Formation. What truly makes THE difference is the personalized service, fully attentive to participants, as well as the ability to adapt the training to their needs. Flexibility / Adaptability / Professionalism / Courtesy. Thank you!”
(Translated from French)