Practical Customer Management

Does your company suffer from any of the following issues?

  • Difficulty with creating a productive relationship with customers?
  • Frustration at customers not doing what you thought they were going to do?
  • Anxiety at how to keep track of how your customers are performing?
  • Concern that disputes have not been dealt with effectively?

This course has been designed to ensure participants become confident in customer management. It equips attendees with a suitable framework and range of tools and methodologies in order to achieve effective management of clients.

In the experience of Print & Procurement, few print companies have any form of customer management in place. Attendees’ companies will gain by being able to manage their customers more profitably.

By the end of the day candidates will be able to:

  • Manage internal and customer expectations
  • Set customers clear goals throughout the relationship
  • Measure customer performance in an efficient manner
  • Resolve disputes swiftly and realistically
  • Allocate the right amount of management time to each customer

Print & Procurement has widespread experience of purchasing. This means that participants will be able to discuss real-life situations with a trainer who can understand the challenges of purchasing and offer relevant advice.

This course is aimed at staff that have a customer management role, particularly sales and customer services account handlers.

This is a full day course. Attendance is limited to a maximum of eight participants. This ensures that all candidates receive suitable personal attention and feedback throughout the course.

Here’s the workshop agenda:

Why manage customers

  • The manufacturing environment
  • What the client should expect from the supplier
  • What the supplier should expect from the client
  • The right relationship length


  • Different formats of communication
  • Proactive vs. reactive
  • Bonding with the client
  • Structured discussions

Setting the correct service level

  • A commercial or legal agreement?
  • Service level requirements
  • Ensuring the service level agreement is measurable and enforceable

Customer reviews

  • Systems to ensure the review is worthwhile
  • Setting the agenda
  • Following on from the review

Customer measurement

  • Why measure customers
  • Setting key performance indicators
  • Measuring key performance indicators
  • Using the results
  • Making sure it happens

Resolving disputes

  • Dispute escalation ladders
  • Obtaining the facts
  • Resolution strategies
  • Dealing with internal issues

Creating a customer management strategy

  • Measuring customers to the appropriate level
  • Delegation and relationships
  • Using information internally

Prior to the course candidates will be asked to send information giving an overview of the customer management challenges that they face and on what they hope to achieve from the course. This can be fed back to management if requested. Advice on specific purchasing issues can be given to participants upon request.

At the end of the course participants will be asked to fill in an action plan of how they intend to change their supplier management as a result of the course and this can be fed back to management if requested.

For further information
Please contact Matthew Parker at Print & Procurement on 0845 6521572

Client Testimonial

The training you provided proved was very valuable in my position as Key Account Manager. The training was relative and applied to real world situations making it easy to integrate my new skills in to my everyday

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Client Testimonial

I have worked with Matthew for just over a year now and he has delivered a number of highly successful training events for the IPIA during that time. He is very organised and produces seminars which are full of

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Client Testimonial

Matthew provided an excellent “Print Processes” training session for myself and some of my colleagues.  The feature that I liked most about the training, was that the day itself was very interactive – which not only

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If you think you are on top of your print buying you might be in for a surprise! We asked Print & Procurement to undertake a print audit. Matthew said ‘’If we do not find savings sufficient to earn back our fee

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Client Testimonial

Matthew is a consultant who is totally committed to his clients and to delivering on his promises.  He has an excellent understanding of both the challenges of the print channel and the opportunities it presents. As a

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Client Testimonial

Apart from being a thoroughly decent chap Matthew is scrupulously professional, ruthlessly efficient and always delivers excellent results.
I genuinely have no hesitation whatever in recommending Matthew. He

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Client Testimonial

Matthew is a consultant that we hired because of his client side experience and to give us an insight to client side dynamics through a training programme that he deliver tailored to our needs and in-company. He is very

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Client Testimonial

In an industry renowned for its pressure, Matthew Parker delivers a very gentle but insightful intelligence about the ways of print. Somewhere between art and science there is a place that defines the balance of what

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