Master Class
Workshop
Designing & Managing Effective Relationship Management Processes

Understanding the range and function of different relationship management processes used to build customer engagement models and manage the quality of customer relationships.​

Designing & Managing Effective Relationship Management Processes
Contact Us
Add to your list: add to your list
Introduction to relationship management processes Introduction to relationship management processes
Building relationship management processes for contact & dialogue with customers Building relationship management processes for contact & dialogue with customers
Mapping life journeys (ljm) as a calendar for relationship management Mapping life journeys (ljm) as a calendar for relationship management
Tools & approaches for establishing current state & tracking progress Tools & approaches for establishing current state & tracking progress
The power of education & communities for engagement The power of education & communities for engagement
Training
icon

Сourse Duration

icon

Team Dynamics

icon

Number of Participants

icon

The Senteo Learning Experience Methodology

Delivery formats
Hybrid education
Hybrid education
This training delivery format is a customized solution to maximize your learning team’s time. Different portions of the courses are delivered onsite, remote over Zoom, and/or online in The Senteo Online Learning Center.
Onsite education
Onsite education
This is a flexible and tailor-made solution that allows you to be trained in Senteo’s methodology in a physical environment. Subscribe to stay informed of our onsite education offering.
Remote education
Remote education
Engage real-time education over Zoom just as you would in a physical environment. This learning delivery method allows a perfect balance between theoretical content, individual assignments, live interactions, and practical group exercises over Zoom breakout rooms and other new-generation collaborative tools.
What Will You Learn?
Senteo

Introduction to Relationship Management Processes: Gain a foundational understanding of relationship management processes and their significance in building customer engagement models. Learn about the different types of relationship management processes used to manage and nurture customer relationships.

Senteo

Building Relationship Management Processes for Contact & Dialogue with Customers: Explore strategies and best practices for designing relationship management processes that facilitate effective contact and dialogue with customers. Understand how to establish meaningful interactions and build strong relationships with customers through various communication channels.

Senteo

Mapping Life Journeys (LJM) as a Calendar for Relationship Management: Learn about the concept of mapping Life Journeys (LJM) and how it serves as a calendar for relationship management. Discover how to identify key touchpoints in the customer journey and design relationship management processes that align with each stage of the customer's lifecycle.

Senteo

Tools & Approaches for Establishing Current State & Tracking Progress: Acquire practical tools and approaches for assessing the current state of relationship management processes and tracking progress over time. Learn how to measure the effectiveness of relationship management initiatives, identify areas for improvement, and implement continuous enhancements.

Senteo

The Power of Education & Communities for Engagement: Understand the importance of education and communities in fostering customer engagement. Explore how to leverage educational resources, content, and communities to deepen customer relationships and create loyalty. Learn strategies for using behavioral data to anticipate customer needs and provide customized experiences.

Who’s this Course for?
icon

Customer Relationship Managers: Professionals who are specifically responsible for managing and nurturing customer relationships within an organization. This master class or workshop will provide them with a comprehensive understanding of relationship management processes and equip them with the skills to design and implement effective strategies for customer engagement.

icon

Sales and Marketing Professionals: Individuals involved in sales and marketing roles who aim to enhance their customer relationship management skills. This This master class or workshop will provide them with insights into building strong relationships with customers, leveraging communication channels, and utilizing data to improve customer experiences.

icon

Customer Service Representatives: Professionals who interact directly with customers and are responsible for maintaining positive relationships. This This master class or workshop will provide them with tools and techniques to effectively engage with customers, understand their needs, and provide customized experiences.

icon

Business Owners and Entrepreneurs: Individuals who own businesses or are starting their own ventures and want to establish effective relationship management processes. This This master class or workshop will help them understand the importance of customer engagement and provide them with strategies to build long-term relationships with their customers.

Designing & Managing Effective Relationship Management Processes

Professionals Seeking Career Development: Individuals who aspire to advance their careers in customer relationship management, sales, marketing, or related fields. This This master class or workshop will enhance their skills and knowledge in designing and managing effective relationship management processes, making them valuable assets in their organizations.

Education Journey
Chapter 1

Introduction to Relationship Management Processes​

Chapter 2

Building Relationship Management Processes for Contact & Dialogue with Customers​

Chapter 3

Mapping Life Journeys (LJM) as Calendar for Relationship Management​

Chapter 4

Tools & Approaches for Establishing Current State & Tracking Progress​

Chapter 5

The Power of Education & Communities for Engagement​

Chapter 6

Using Behavioral Data to be a Great Life Experience Partner​

The Senteo Learning Experience

All of our educational programs follow a simple but very effective approach designed together with an organizational psychologist to improve the retention of concepts and stimulate application of the methodology to real world business needs. All programs are structured with the following four components:

The Senteo Learning Experience

Learn — understand the theory and mechanics behind each aspect of the methodology

The Senteo Learning Experience

Do — apply the different aspects of the methodology during exercises and work groups

The Senteo Learning Experience

See — observe real world applications, examples and case studies related to each aspect of the methodology

The Senteo Learning Experience

Extend — identify and support the possibilities for real-world applications of the methodology specific to current business needs and goals

Testimonials
MEET YOUR PROFESSOR
Michael Ruckman, President & CEO of Senteo
Michael Ruckman, President & CEO of Senteo
Michael Ruckman, President & CEO of Senteo

Michael is a regular keynote speaker and guest lecturer at Stockholm School of Economics, Skolkovo School of Management, UNLV, Financial University, BAI, EFMA, Lafferty, ICSC, MECS+R, as well as many other international conferences and corporate events. As well, Michael has authored dozens of educational courses in the areas of strategy, digital and business model transformation, leadership, customer experience, corporate culture development, gamification, customer relationship management (CRM), and others with over 30,000 participants since 2004.

25 years
of experience
30,000+
graduates
300+
projects
30
countries
25 years
of experience
30,000+
graduates
300+
projects
30
countries
Michael Ruckman, President & CEO of Senteo
Designing & Managing Effective Relationship Management Processes
Introduction to relationship management processesIntroduction to relationship management processes
Building relationship management processes for contact & dialogue with customersBuilding relationship management processes for contact & dialogue with customers
Mapping life journeys (ljm) as a calendar for relationship managementMapping life journeys (ljm) as a calendar for relationship management
Tools & approaches for establishing current state & tracking progressTools & approaches for establishing current state & tracking progress
The power of education & communities for engagementThe power of education & communities for engagement
Senteo Online Education Calculator
Senteo Online Education Calculator

We understand that choosing the right course or certification program can be overwhelming with the numerous options available. That's why we've created this calculator to help you find the best fit for your goals and needs.
By answering a few questions about your current situation and aspirations, we will provide you with tailored recommendations from our range of courses and certification programs.

Senteo Online Education Calculator
Other Master Classes & Workshops
PRICING AND SUBSCRIPTION
Get Extra Features
Discovery
$9/month

50%

Open Webinars (Live Steam)

10%

Education (Online Courses & Certifications)

10%

Advisory & Coaching

Online Community

10%

Ask an Expert

Premium Content
Practitioner
$19/month

Open Webinars (Live Steam)

15%

Education (Online Courses & Certifications)

15%

Advisory & Coaching

Online Community

25%

Ask an Expert

Premium Content
Professional
$39/month

Open Webinars (Live Steam)

20%

Education (Online Courses & Certifications)

20%

Advisory & Coaching

Online Community

50%

Ask an Expert

Premium Content
Expert
$69/month

Open Webinars (Live Steam)

25%

Education (Online Courses & Certifications)

25%

Advisory & Coaching

Online Community

Ask an Expert

Premium Content
Answering your questions
Team and corporate learning are essential for enhancing business performance as they enable employees to acquire new skills, knowledge, and perspectives. By investing in learning and development programs, organizations can foster a culture of continuous improvement, innovation, and adaptability. This, in turn, leads to increased productivity, employee engagement, and better decision-making throughout the company.
Effective team and corporate learning programs vary depending on the organization's needs and goals. However, a combination of interactive workshops, leadership development initiatives, advisory & coaching programs, online modules, and hands-on experiential learning tends to yield positive results. Customized programs that align with specific business challenges and incorporate real-life scenarios tend to be particularly effective.
Measuring the impact and ROI of team and corporate learning can be done through various methods, such as pre- and post-assessments, feedback surveys, performance evaluations, and tracking key performance indicators (KPIs). Additionally, organizations can analyze factors like employee retention rates, customer satisfaction scores, revenue growth, and productivity improvements to gauge the overall impact of learning initiatives on business outcomes.
To ensure effective application of knowledge, it's crucial to create a supportive learning environment that encourages knowledge sharing, collaboration, and continuous improvement. This can be achieved through ongoing coaching and mentoring, providing opportunities for practical application of newly acquired skills, establishing clear performance expectations, and integrating learning into daily work routines. Regular follow-up and reinforcement activities can also help reinforce and solidify learning outcomes.
Fostering a culture of continuous learning and development requires a multi-faceted approach. It starts with leadership commitment and support for learning initiatives. Organizations can encourage continuous learning by offering opportunities for skill-building, providing access to relevant resources and training programs, recognizing and rewarding employees who prioritize learning, and fostering a safe environment where individuals feel comfortable experimenting and taking risks. Encouraging knowledge-sharing practices, promoting cross-functional collaboration, and promoting a growth mindset can also contribute to a culture of continuous learning.
Still Have Questions?

    Senteo’s Content
    See All
    In this article, we will analyze a new category of processes designed to cultivate customer relationships. These processes seamlessly integrate into sales and service operations, forming a unified approach that facilitates smooth transitions between products throughout the length of the customer's interaction with the bank.
    How can banks provide value for customers and build lasting relationships? Joseph B. Pine, author of The Experience Economy, explains the benefits of avoiding commoditization and embracing mass customization.
    Banks have long struggled to adequately match customer expectations. So how can banks give customers what they really want? Michael Ruckman explains how to build and maintain real relationships.
    Voice On Demand Retail Podcast: Contacts, Experiences and Journeys: What customers really want
    Michael Ruckman, President & CEO of Senteo talks about Customer Contacts, Experiences, and Journeys in this fast moving presentation from the MECS+R Congress in 2021 in Dubai.
    Voice On Demand Retail Podcast: Part 3 – Leadership in the Retail Market
    Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
    Voice On Demand Retail Podcast: Part 1 – Customer Experience & Journeys
    Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
    In this book, co-authors Terry R. Bacon and David G. Pugh explore how exceptional companies use the principles of behavioral strategy to exceed expectations and outperform competitors.
    The authors provide a roadmap for current leaders on how to successfully build a nurturing culture and environment allowing for employee development and learning between each leadership stage.
    Chip breaks down Maslow’s well-known hierarchy, only to recreate it using a business focus and emphasis on three primary players: employees, customers, and investors. Peak is the result.
    The authors apply their knowledge on the subject with their firsthand experience with gaming concepts to create a guide to gamification and its application within the business environment.
    This book is a wonderful piece of literature showcasing and explaining the importance of accounting for human emotion during design, offering insightful guidance on the principles one must adhere to.
    In this book, Jim Collins undertakes the task of clarifying what it takes for a company to transition from simply being good to truly being a great company.
    What is Relationship-Centricity?
    This short video explains what relationship-centricity is and how it is different from customer-centricity. Follow the link to see how companies can extract value from their relationships with
    How to Build a Business That Lasts 100 Years
    Join strategist Martin Reeves as he explains how executives can apply six principles from living organisms to build resilient businesses that flourish in the face of change.
    Explanation of What UX, CX and LX is and the Difference Between CEM & CXO
    This quick 5-minute video explains the difference between User Experience, Customer Experience and Life Experience, provides examples of each and explains the difference between CEM and CXO.