Strategic Marketing, Sales & Customer Service Management (Enhancing Customer Acquisition, Revenue Growth & Customer Loyalty)

Durasi : 09.00 - 16.00 WIB

Training Description

Persaingan bisnis saat ini menuntut perusahaan untuk mengintegrasikan fungsi marketing, sales, dan customer service secara lebih strategis. Pelanggan modern mengharapkan pengalaman yang cepat, personal, konsisten, dan bernilai tambah di seluruh customer journey. Tren terbaru menunjukkan semakin pentingnya pemanfaatan AI, customer experience (CX), omnichannel engagement, serta data-driven selling dalam meningkatkan penjualan dan loyalitas pelanggan. 

Pelatihan ini dirancang untuk membekali peserta dengan kemampuan mengelola pemasaran, penjualan, dan layanan pelanggan secara terpadu guna meningkatkan akuisisi pelanggan, pertumbuhan penjualan, kepuasan pelanggan, dan customer retention. 

Tujuan dan Manfaat Training

Setelah mengikuti pelatihan ini, peserta diharapkan mampu:

• Memahami integrasi Marketing, Sales, dan Customer Service.
• Meningkatkan efektivitas strategi pemasaran modern.
• Mengoptimalkan proses penjualan berbasis customer value.
• Mengelola pengalaman pelanggan (Customer Experience Management).
• Membangun loyalitas dan retensi pelanggan.
• Menggunakan pendekatan digital dan AI untuk mendukung aktivitas pemasaran dan penjualan.

Siapa yang disarankan untuk mengikuti Pelatihan ini ?

• Marketing Manager
• Sales Manager
• Customer Service Manager
• Supervisor Marketing & Sales
• Business Development Officer
• Account Manager
• Customer Experience Officer
• Entrepreneur dan Pemilik Bisnis

Materi Training

I. Strategic Marketing Management in Modern Business

Materi:

• Peran Marketing dalam pertumbuhan bisnis
• Perubahan perilaku pelanggan era digital
• Market Orientation dan Customer-Centric Organization
• Marketing Funnel & Customer Journey
• Segmentasi, Targeting, Positioning (STP)
• Value Proposition Development
• Marketing Mix Modern (7P) 

II. Digital Marketing & Omnichannel Strategy

Materi:

• Digital Marketing Ecosystem
• Omnichannel Marketing Strategy
• Social Media Marketing
• Content Marketing
• Email Marketing
• Marketing Automation
• AI for Marketing Productivity
• Data Analytics untuk Marketing

III. Sales Management Excellence

Materi:

• Evolusi Sales di Era Digital
• Consultative Selling Approach
• Solution Selling Concept
• Buyer Behavior Analysis
• Prospecting & Lead Qualification
• Sales Pipeline Management
• Sales Forecasting
• Key Account Management

IV. Negotiation & Closing Techniques

Materi:

• Psychology of Buying Decision
• Influencing and Persuasion Techniques
• Handling Objection Effectively
• Negotiation Strategy
• Win-Win Negotiation
• Closing Techniques
• Cross Selling & Up Selling

V. Customer Service Management Excellence

Materi:

• Customer Service sebagai Profit Center
• Service Quality Management
• Customer Expectations Management
• Service Standards Development
• Service Recovery Strategy
• Complaint Handling Excellence
• Building Customer Trust

VI. Customer Experience (CX) & Customer Loyalty Management

Materi:

• Customer Experience Framework
• Voice of Customer (VoC)
• Customer Satisfaction Measurement
• Customer Loyalty Program
• Net Promoter Score (NPS)
• Customer Retention Strategy
• Customer Lifetime Value (CLV)

VII. Integrated Marketing, Sales & Customer Service Strategy

Materi:

• Alignment Marketing-Sales-Service
• Revenue Growth Framework
• Customer Acquisition Strategy
• Customer Retention Strategy
• Revenue Enablement Concept
• AI & Automation for Customer Engagement
• KPI Integration Across Departments

Workshop: Menyusun Integrated Revenue Growth Strategy

Simulasi: Pemetaan End-to-End Customer Journey

VIII. Action Plan Development

Materi:

• Gap Analysis
• Prioritas Perbaikan
• Penyusunan Roadmap Implementasi
• KPI dan Success Measurement
• Monitoring & Continuous Improvement

Workshop Final: Penyusunan Action Plan Perusahaan 

Metode Pelatihan

Kegiatan pelatihan dirancang agar peserta dapat memahami secara komprehensif materi yang disampaikan, sehingga dapat dimplementasikan secara aplikatif dalam dunia kerja. Adapun metode yang digunakan adalah:

• Pre and Post Test
• Interactive Lecture
• Group Discussion
• Case Study
• Role Play
• Workshop
• Business Simulation
• Presentation
• Best Practice Sharing
• Evaluasi Training

Trainer : Spectracentre Trainer Team