Strategic Customer Relationship Managt in Port & Marine

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Strategic Customer Relationship Management in Ports and Maritime

In today’s  difficult and aggressively changing maritime industry, meeting  customers’ demand with its uncertainty and maintaining high level of  service have become increasingly problematic. The inextricable link of  ports and maritime with international trade demands certain  customer-specific strategies in relationship management. Keeping clients  close, strengthening relationship with them and finding new long-term  trusting ones in a fiercely contested maritime market-share are not only  challenging but seemingly intractable. Based on constantly shifting  customer allegiance in the fluid maritime business, this purposefully  designed management programme will equip managers with strategic new  relationship management skills beyond existing traditions in managing  clients as well as finding and keeping new ones.

Aim of Course

In the  prevailing fiercer competition and dynamism in port and maritime  industry driven by global economic constraints and trade volatility,  this special management programme will create the awareness that  operating in such a most challengingly dynamic maritime  environment,  requires highly skilled managers who are not only capable of identifying  and exploiting new customer relationship opportunities but could  minimize associated costs and risks with sound knowledge of  place-specific business development intelligence application that  guarantees customer satisfaction.

Objectives

Participants in this programme would in the end be able;

1. To initiate, exploit and maintain  close cooperation and strong commitment with customers, managements,  workers and unions in ports and maritime business.
2. To deploy, operate and evaluate  customer-focused business development intelligence capable of boosting  level of service with guaranteed customer satisfaction.
3. To re-align and reposition tactful  place-specific customer relationship management strategies without  undermining existing market demand and market-share.
4. To identify significant strategic  steps in capturing and maintaining new customers’ allegiance and  partnership, commitment and strengthening while improving quality of  service.
5. To acquire critical thinking ability and strong personal and inter-personal communication skills in dealing with customers.
6. To evaluate relationship management techniques, tools and models in customer management in any challenging business environment.

Target Group of this Programme

Those who will benefit most from this management programme are;

• Middle and Senior Managers of ports authorities, shipping lines, railway organisations, container terminal operators etc..,
• Middle and Senior Managers of  Marketing Departments of Shipping Companies, Customs & Excise  Departments, Clearing & Forwarding Agents, etc..,
• Officials of Ministries of Transport, Trade & Commerce, Industries, Finance etc..,
• Students, Researchers, Consultants, Professionals in Business Logistics, Supply Chain Management, and others.

Core Contents

• The Changing Organisational and Management Structure of Ports and Maritime
• Roles of Satisfaction, Trust and Commitment in Customer Relationship Management
• Understanding Instabilities of Strategic Alliances in Ports and Maritime Industry
• Examining Important Relationship Quality and Effects of Organisational Differences and Trust.
• The Principles of Customer Intelligence and Customer Experience Management
• Decision Making through Critical Thinking in Ports and Maritime Management
• Customer Relationship, Allegiance and Change Management in Ports and Maritime
• Risks and Risks Management in Business  Relationships in a Dynamic Environment
• Strategic Business Intelligence Development and Management in Ports
• Critical Evaluation of Customer Intelligence and Relationship Marketing Strategies

Case Study: Examining the Impact of Customer Intelligence Management on

Customer Relationship in the Ports Industry

• Programme Duration: 20 – 31 July 2015
• Programme Venue:       London School of Economics (LSE), London United Kingdom.

Choice of Course Fee:

(i) Course fee is £3300.00  British Pound Sterling per participant. This fee covers  tea/coffee,training and materials (without accommodation and lunch)  during training.

or

(ii) Course fee is £4150.00  British Pound Sterling per participant. This covers tea/coffee,  materials,training, hotel accommodation and lunch during training only  (weekends not included). 

(This programme and venue may be subject to changes at short notice) For registration please visit www.ttpminternational.co.uk or email info@ttpminternational.co.uk

Programme Experts:

Dr Fortune Laurence – IAPH Coordinator

Prof Dr Joy Joseph – IAPH Alternate Coordinator

Prof. Dr Peter Langan

Prof. James McConville

Ms Helen Smith – IAPH Alternate Coordinator/Project Manager