1. e-Learning module:
Key factors in long-term customer relationships

• Identifying the benefits of developing customer loyalty.
• Defining the keys that enable you to keep a customer loyal.
• Priority 1: reducing the sources of discontent.
• Priority 2: generating enthusiasm in the customer. 
• Mission: long-term customer relations.

2. e-Learning module:
Role of the manager in long-term customer relations

• Drawing the links between your team's work and customer satisfaction.
• Defining the attitudes of the customer-focused manager.
• Three levers for developing the customer focus of your staff.

3. e-Learning module:
Building customer enthusiasm

• Injecting fresh enthusiasm. 
• Identifying the key areas for improvement. 
• Building customer enthusiasm in five ways. 
• Customer enthusiasm: an individual and collective victory.

4. e-Learning module:
Handling claims in long-term customer relationships

• Making complaint handling one of your key priorities. 
• Transforming a complaint into an opportunity to develop loyalty. 
• Implementing the complaint handling process. 
• Increasing the customer loyalty rate.

5. Podcast episode:
Customer claims

6. e-Learning module:
Developing internal cooperation for customers

• Defining customer enthusiasm: a collective challenge.
• Sharing the same vision of the customer within your teams.
• Contractualising your internal services.
• Creating the conditions for customer-focused cooperation.

7. Podcast episode:
Customer claims: cross-organisational issues