A contract is often the only written promise a company makes to a client, yet many organizations treat it as paperwork to file away rather than a relationship to manage. Customer relationship management systems now bring sales, marketing, and support together on a single dashboard for every client — but the contract itself is where that relationship is tested: in negotiation, in change requests, and in how disputes get resolved.

The Arab British Fellowship Training Academy designed this course for the people who sit at that intersection — managing contracts and agreements in a way that keeps clients before, during, and after they sign, and resolves conflict without losing the relationship.

Who Should Attend?

• Managers and employees of public relations and customer service.
• Professionals in marketing and purchasing management.
• Managers who want to understand the role contracts and agreements play with clients.
• Project managers involved in development projects, and quality managers looking to improve how they contract customer service.
• Legal and contractual directors.

What Participants Will Take Away

• How to evaluate customers and the agreements signed with them, and negotiate with them effectively.
• Skills in writing and analyzing contract specifications and procurement processes, including their legal weight in the "invitation to bid" process.
• The ability to manage contractual changes, terminate contracts, and resolve disputes between the organization and its contracted clients.
• An understanding of how contracts end, and methods for conflict resolution, professional settlement, and customer retention when contractual disputes arise.

Module 1: The CRM Lens — Why Contract Follow-Up Protects the Relationship

• How sales, marketing, and service automation come together in a customer relationship management dashboard.
• Evaluating customers and the importance of the agreements signed with them.

Module 2: Drafting Contracts That Hold Up

• Principles and law of contracts, drafting terms and conditions, and proper contracting planning.
• Writing and analyzing contract specifications and procurement processes, including doubtful or short descriptive specifications.
• The legal weight of contractual specifications in the "invitation to bid" process, using contract templates, and reviewing contract case studies.

Module 3: Negotiating and Managing the Relationship

• Negotiation skills before contracting, and effective negotiation with clients once terms are on the table.
• Timing and goals of negotiation, preparing to negotiate, and identifying what is actually negotiable.
• BATNA (the best alternative to a negotiated agreement) and what to do if negotiation fails, reaching a mutually beneficial agreement, and mechanisms for making a contract more attractive.

Module 4: Managing Change, Ending Contracts, and Resolving Disputes

• Building a contract management plan, laying the foundations for evaluation, and using organizational structures and automated tools to monitor the contracting party's performance.
• Why and how contracts change, and managing price changes and their relationship to the contracting process.
• Understanding how contracts end, and methods for conflict resolution, professional settlement, and retaining the client through contractual disputes.

Delivery and Certification

• Delivered across the Academy's international locations — including Egypt, Jordan, Malaysia, Turkey, the UK, France, Italy, Germany, Sweden, Austria, Denmark, Australia, and the USA — at times that fit your schedule.
• Offered through group training, individual coaching, hands-on field sessions, and in-class theoretical instruction.
• Attendees receive a certificate accredited by the Arab British Fellowship Training Academy upon completion.