London, 2025-03-14

The role of customer support in the follow-up of contracts

Summary
The British Academy for Training and Development offers a course entitled "The role of customer support in the follow-up of contracts", which targets managers and employees of customer departments and relationships as well as legal purchases and dizziness. This course aims to improve customer management and service in terms of agreements and contracts for customers and understand how to negotiate with them and how to manage contractual changes and termination of contracts and resolve disputes between the organization on the one hand and clients contracting with it so that this program disappears from programs concerned with contracts and agreements that this program is specialized to keep customers Before, during and after the contract, as well as relying on the method of settlement in case of disputes in order to preserve the institution's clients.
 
The primary goal of customer relationship management systems is to integrate and automate sales, marketing, and customer support. Consequently, these systems usually have a Dashboard dashboard which gives a comprehensive view of the three systems on one page per customer of the company. The dashboard usually provides customer information, purchases, past marketing efforts, and more, summarizing all of the customer-company relationships. The operational customer relationship management system consists of 3 main components: sales force automation, marketing automation, and service automation
Objectives and target group
Providing the participants with new capabilities and activating the capabilities effectively through:
  • Customer evaluation and the importance of the agreements signed with them.
  • Effective negotiation with clients.
  • Manage contractual changes.
  • Writing and analyzing contract specifications and procurement processes.
  • The legal importance of contractual specifications and their relationship to the "invitation to bid" process.
  • How to manage contractual changes, terminate contracts and resolve disputes between the organization on the one hand and the clients contracted with
  • Doubtful and short descriptive specifications.
  • Understand how contracts end.
  • Define and define methods for conflict resolution, professional settlement, and customer retention in the event of contractual disputes.
 
Target group:
  • Managers and employees of public relations and customer services.
  • Workers in marketing and purchasing management.
  • Generally managers who want to understand the mission of contracts and agreements for clients.
  • Project managers involved in development projects.
  • Quality managers looking to understand how to improve and contract customer service.
  • Legal and contractual directors.
Course Content
  • Create appropriate contract documents:
    • Principles and law of contracts.
    • Drafting your terms and conditions.
    • Proper contracting planning.
    • Study and measure the effectiveness of the terms of the contract.
    • Negotiation skills before contracting.
    • Use contract templates.
    • Managing risk through contracts.
    • Case studies of contracts.
  • Managing and monitoring the performance of the contracting party:
    • Create a contract management plan.
    • Laying the foundations for evaluation.
    • Organizational structures and contract management.
    • Automated contract management tools.
    • Performance review.
    • Negotiate the relationship between the two parties to the contract.
    • When will the negotiation be?
    • Negotiation goals.
    • Preparing to negotiate.
    • What is our negotiable?
    • Banta (the best alternative to an agreement discussed) What to do if negotiation fails?
    • A mutually beneficial agreement.
    • The mechanisms of enticing contract.
    • Make changes to customer contracts.
    • Why should the contract change?
    • The process of changes in contracts and their terms.
    • Managing price changes and their relationship to the contracting process.