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Client Relationship Management Training Course

This training course teaches you how to establish productive relationships with your internal or external clients.

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Dates, Locations & Fees | Instructor | Download brochure | Book your seat

How to get more business from your clients with effective client relationship management

By the end of this client relationship management course, you will be able to:

Establish productive relationships with your internal or external clients
Commit to mutual goals with the client
Plan for results collaboratively with the client
Provide ongoing support to the client
Assess the consulting relationship

View the detailed course content and the latest discount promotions:

Have a question? Email us at:

or call us at: (+852) 2273-4393

Client Relationship Management Training Course Highlights

The in-house training version may be tailored to your specific industry such as:

Financial Services
Private Banking
Professional Services
Much, much more

I. Establishing a relationship

Prepare for the relationship
Learn about the customer
Understand your value
Enter into a partnership

II. Reaching agreement

Understand your client's perspective
Understand your own perspective
Identify common ground

III. Planning for results

Assess readiness for change
Facilitate planning
Clarify roles and responsibilities

IV. Providing support

Anticipate problems
Support client decisions
Productive constructive feedback

V. Assessing the relationship

Solicit feedback
Plan next steps
Recognise accomplishments

Alternate course content:

Module 1. Understanding Relationship Management
Module 2. Latest Changes in CRM
Module 3. Customer Engagement, Trust & Transparency
Module 4. Definition of Customer Needs and Services
Module 5. Internal Customer Relationship Management - You and Your Colleagues
Module 6. Benchmarking Against Best Practices
Module 7. Building Relationships
Module 8. Handling Client/Customer Complaints & Conflicts
Module 7. The Cost of bad Service
Module 8. Exceeding, Rather than Meeting Customers Expectations Through Productivity
Module 9. Mental Maps and Customer Interaction

Course content may vary according to location. Download the course brochure for details.

Who should attend this Client Relationship Management training course?

This course is suitable for novice and experienced participants. It is designed robustly to provide both basic concepts and principles for novice participants as well ample opportunity for experienced participants to amplify the principles and concepts through reflection on their own work experience.

Relationship Managers
Wealth Managers
Sales Staff
Marketing Staff
Senior Managers

View the detailed course content and the latest discount promotions:

Have a question? Email us at:

or call us at: (+852) 2273-4393

Why Ethan Hathaway training courses?

Practical. Learn from experienced and active industry practitioners and what's being practiced by your peers.
Applicable. Apply what you learn in your job and your career
Specially designed courses by industry active experts for industry practitioners
Quality Control. Each expert instructor is interviewed and vetted through our senior management and our 5-point instructor criteria.
Valuable. Earn more revenue or save your organisation from monetary loss. You and your organisation will quickly earn back your investment on the course fee and more
Enjoyable. Speakers who have a passion for their topic
Clear. Turning complex concepts into easy to understand concepts
Limited seats - each session is limited to between 18-25 seats

What do you receive from an Ethan Hathaway training course?

You gain knowledge and skills that make you valuable to your company and your career
Instruction by industry experts
Course notes and reference package
Daily lunch, snacks and refreshments
Certificate of completion
Meeting your industry peers
Ask questions relevant to your job

Download the course brochure to learn more

Your course instructor

Steve Lesser: Steve Lesser is an industry and services consultant with over 35 years work experience. This includes strategic negotiating, consulting, development and implementation of organisational change, leadership, marketing, sales and credit programs and project management for multi-national and regional companies worldwide.

He is the Regional Managing Director of a consultancy which he established in 1991, following a successful career in business and the financial services industry. Steve manages relationships throughout the Asia Pacific region. Major clients include Citigroup, DHL, HSBC, JP Morgan, Maxis Communications, Timex, UBS, Vodafone and many others.

He has been actively consulting and training in Australia and New Zealand as well as the South East Asian Region (primarily in Singapore, Malaysia, Indonesia, Hong Kong, Japan and the Philippines) for over a decade.

Client implementations include state-of-the-art development and implementation of sales and marketing programs for multi-national and regional companies as well as negotiating, project, leadership and other high-leverage competency strategies.

Steve is also an accredited Insights (TM) profiling and personality system professional.

As an adjunct university lecturer, he teaches in several market related programs at both graduate (MBA) and undergraduate level, specialising in negotiating, marketing, retailing, project management and finance disciplines. Steve has had many articles published relating to implementation of strategies, project management, marketing and sales. He has collaborated on a book and training outcomes related to the leading of organisations through the management of strategic ideas. He has also provided advice, articles and reviews for publishers in Australia.

He is also a fellow, Associate, Director and Member of a number of industry-related bodies.

Steve is also a frequent keynote speaker at local, regional & international management, financial and strategic conferences. Steve believes that real success comes from the development of long-term strategic retail & commercial business relationships.

Sean McGlynn: Sean McGlynn is Managing Partner of a business consultancy which specialises in Organisation Development; HRD, Business Performance Improvement; Marketing & Sales; Customer Service and CRM; Project Management; Change Management; SME Development;
Business Strategy; Media Strategy; General Management Skills Development; European Studies & Programmes; Training and Development.

Sean McGlynn has undertaken assignments in a wide range of organisations and industry sectors in the public and private sectors in Ireland, Europe and Internationally.

A graduate of Dublin University, Trinity College, he holds an MSc. in Management - Organisation Development/ Organisation Behaviour.

He is a past Chairman of The Marketing Society, a member of the Marketing Institute and former Council member of the Institute for Training & Development, and organizing committee for IFTDO World Conference. He has been a keynote speaker at several National and International Conferences.

Dates & Locations & Fees

Sorry, there are presently no public dates for this course, however, this course is available on an in-house basis.

Date	Location	Venue	Course Fee	Early Bird Fee	Register

Early Bird Savings Early Birds May Save Up To 30%** Off the Regular Fee, download the brochure to learn more

Limited seats - Email us: for availability.

* Venue, dates, course fees, promotions, course content, course instructor are all subject to change

** Selected courses only

Can't find a session in a city near you?

If there's no session scheduled in a city near you, you have the following options:

In-house training: If you have a group of 8 or more, consider having us run this course in-house for you
Co-sponsored training: Between 5-7 people, consider a co-sponsored course - you agree to send this set number of people to the course if we run it in a city near you and Ethan Hathaway sells the remaining seats to other companies
Distance learning: Less than 5 people, consider distance training format: live trainer presents over phone lines/web at pre-scheduled times (available only for select courses)
Just tell us where you want the course: Let us know which city you'd like us to run this course in - we'll plan it if there's enough demand

Email us at: for more information regarding the above options.

Register for the course

You may book your place on the course by any of these methods:

Online booking - simply click on the "Register Me" button next to the course date you wish to register and it will take you through our quick online registration procedure.
Email us at: - please include your full contact details.
Fax us the booking form (included in the brochure) to: +852 3014-0721
Or call: +852 2273-4393 during normal office hours

Related Courses

Related Online Courses

Presently no related online courses listed.

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Learn more about this course

Inside the course information booklet you'll find:

Detailed course agenda of what you'll learn
Eligible discounts
Our course quality guarantee
Course expert biography
Course venue details
Cancellation & refund policies
Course registration form
Printer-friendly PDF
Small file size for fast & easy download
Easy to share with colleagues & friends

Complete the details to the right and click on "Send me the booklet" to have the course booklet emailed to you immediately.

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Or call us at: +852 2273-4393 during regular office hours