Training: Customer Portfolio Management
In two days, learn to structure, segment, grow and evaluate a customer portfolio: classification criteria, tailored strategies by segment, retention and methods to assess current and potential value.
Not every customer has the same needs, the same value or the same potential. In two days, you learn why and how to build a structured customer portfolio, classify your customers using relevant criteria such as revenue, industry sector or growth potential, and adapt your relationship strategy to each segment while delivering consistent service quality.
You then work on growing and retaining your portfolio, and on evaluating it: why measure it, and how to estimate its current value and its potential value in order to set priorities. Role-playing and practical exercises help you apply the methods to situations you encounter in your work.
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The Customer Portfolio Management course at a glance
- Length
- 2 days
- Schedule
- 9:00 a.m. to 4:30 p.m.
- Format
- Live virtual class or in person in Montreal and Quebec City
- Level
- Beginner
- Audience
- Account managers, sales representatives, business development and customer service professionals, managers and entrepreneurs who are responsible for a group of customers, whatever their sector.
- Price
- $981 per participant, or $833 for public bodies and non-profits (plus taxes)
- Language
- English
Doussou Formation and Customer Portfolio Management: key facts
- Since 2016Doussou Formation has been delivering professional training in Quebec
- 300+specialized courses in our catalogue
- 97 %satisfaction according to client evaluations
- RAP · CPMTAccredited supplier and recognized training organization
Upcoming Customer Portfolio Management sessions
Customer Portfolio Management course outline
Why Build and Manage Customer Portfolios?
- Why create structured customer portfolios?
- The key benefits of managing customer portfolios
- The role of the account manager
Defining Customer Classification Criteria
- Understanding your customers and their needs
- Classification based on revenue, turnover, industry sector and other relevant criteria
- Building a classification grid
Developing Tailored Strategies for Different Customer Segments
- Customer relationship management strategies by segment
- 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
- Detecting early signs of customer attrition
Evaluating Customer Portfolios
- Why evaluate a customer portfolio
- The benefits of regular evaluation
Customer Portfolio Evaluation Methods
- Current value of the customer portfolio
- Potential value of the customer portfolio
- Setting priorities and building an action plan
Prices and practical information
Preferred rate
$833 / participant
Public bodies and non-profits · plus taxes
Standard price
$981 / participant
Businesses and individuals · plus taxes
Practical information
- Length: 2 days
- Schedule: 9:00 a.m. to 4:30 p.m.
- Format: Live virtual class or in person in Montreal and Quebec City
- Payment: online (PayPal or card) when registering, or by invoice for organizations
- Funding: Doussou Formation is a training organization accredited by the CPMT. For Quebec employers subject to the Act to promote workforce skills development (payroll over $2M), this course can count toward their 1% training obligation.
Corporate Customer Portfolio Management training
Train your whole team as a private group, on your own documents, at your premises or in a virtual class, on the dates that suit you.
Participant reviews
97% satisfaction (end-of-course evaluations, 120 evaluations) · Read all testimonials
Frequently asked questions about the Customer Portfolio Management course
What is customer portfolio management?
It is the practice of organizing your customers into groups according to their value, needs and potential, and then adapting your relationship, service and development efforts to each group.
Which classification criteria are used?
The course covers criteria such as revenue, turnover and industry sector, along with other criteria relevant to your business. You learn to choose the ones that best reflect your situation.
Do I need a CRM system?
No. The methods can be applied with a spreadsheet or with any customer relationship management (CRM) tool your organization already uses.
Can the course be based on our own customers?
Yes. In a private group, at your workplace or online, the exercises can use your own classification criteria and situations.
What should I take next?
Depending on your needs: Customer Experience – A Key Driver of Organizational Success, Customer Relationship Management and Service Quality, Managing Internal and External Customer Complaints, or HubSpot Training: Mastering Customer Relationship Management (Beginner).
Why take this Customer Portfolio Management course
Objectives: what you will be able to do
- explain the benefits of a structured customer portfolio;
- define classification criteria suited to your business and segment your customers;
- develop a relationship strategy tailored to each customer segment;
- deliver consistent service quality across the portfolio;
- apply practices to develop, expand and retain your customer portfolio;
- evaluate the current value and the potential value of a customer portfolio;
- contribute to a customer-centric culture within your organization.
Prerequisites
No specific prerequisites. Experience in sales, customer service or account management is helpful for the exercises.
What is included
- Course materials and exercise files for each participant
- Certificate of attendance
- Optional personalized coaching after the course
- In public in-person sessions:
- Tea and coffee
- Lunch at a nearby restaurant
- Parking (in some cities)
- Wi-Fi access
Concrete result
You leave with a customer classification grid, a segment-by-segment action plan and a method for evaluating your portfolio, developed during the exercises and ready to adapt to your own customers. You also receive the course materials and exercise files.