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.
Participants in this programme would in the end be able;
- To initiate, exploit and maintain close cooperation and strong commitment with customers, managements, workers and unions in ports and maritime business.
- To deploy, operate and evaluate customer-focused business development intelligence capable of boosting level of service with guaranteed customer satisfaction.
- To re-align and reposition tactful place-specific customer relationship management strategies without undermining existing market demand and market-share.
- To identify significant strategic steps in capturing and maintaining new customers’ allegiance and partnership, commitment and strengthening while improving quality of service.
- To acquire critical thinking ability and strong personal and inter-personal communication skills in dealing with customers.
- 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.
- 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.
(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).
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