CISCSM JANUARY CLINIC – POST-EVENT REPORT

The Chartered Institute of Sales and Customer Service Management (CISCSM) successfully held its January Clinic as part of its continuous professional development initiative for sales and customer service practitioners. The session focused on repositioning professionals and organisations for improved performance in the year 2026 through a strategic reset of sales and customer service approaches.

The clinic was themed “Winning the Year: Sales & Customer Service Strategy Reset for 2026” and was delivered as a virtual programme on Thursday, 15th January 2026. The session attracted professionals across diverse sectors who are committed to strengthening their competencies and aligning their practices with modern market realities.

The session was facilitated by Mr. Kingsley Okemiri, who served as moderator, and featured a keynote presentation by Mr. Emeka Onuchukwu, Chief Operating Officer of Alkanes Petroleum and Gas Limited. Mr. Onuchukwu brought a wealth of practical insight drawn from his extensive experience across financial services, oil and gas, and enterprise leadership. He holds a Bachelor’s degree in Agricultural Economics from the Federal University of Technology, Owerri, an MBA from the University of South Wales Business School (UK), and is an alumnus of the Lagos Business School where he completed the Senior Management Programme. He is also professionally affiliated with several chartered institutes in Nigeria and the United Kingdom and is currently undertaking a Doctorate in Business Administration at UNICAM, Spain. His professional passion centres on building sustainable enterprises and raising value-driven leaders.

In his presentation, the speaker emphasized that winning the year begins with clarity of purpose. Participants were encouraged to define what success means within their specific sales and customer service contexts and to pursue those goals deliberately. He stressed that organisations often fail not because they lack effort, but because they rely on outdated strategies that no longer align with changing customer expectations and competitive realities.

A major highlight of the session was the emphasis on strategy reset as a critical requirement for growth. Participants were reminded that repeating old methods while expecting improved outcomes leads to stagnation. To achieve new results in 2026, professionals must adopt new ways of thinking, engaging customers, and delivering value. The speaker reinforced that customer expectations have evolved towards speed, personalization, and consistent experience, making strategic adaptation unavoidable.

The clinic further highlighted that customer experience has become the most powerful differentiator in today’s marketplace. As products, pricing, and technology become easier to replicate, organisations that consistently deliver superior experiences gain long-term loyalty and advocacy. Participants were encouraged to see experience not as an abstract concept but as the cumulative result of every interaction with the customer.

Another key learning from the session was the need to eliminate silos between sales and customer service functions. The speaker noted that customers interact with a brand as a single entity and do not distinguish between departments. As such, sales and service teams must operate with a shared mindset and collective responsibility for revenue, retention, and reputation. Service delivery was clearly positioned not as a support function alone, but as a core driver of business growth.

The session also challenged traditional sales approaches by advocating a shift from aggressive product promotion to consultative, value-driven engagement. Participants were encouraged to focus on helping customers solve problems rather than pushing features. By understanding customer pain points and offering relevant guidance, trust is built and selling becomes a natural outcome rather than a forced process.

On customer service strategy, the speaker emphasized the importance of moving from reactive problem-solving to proactive relationship management. Organisations were encouraged to engage customers regularly, seek feedback, and conduct value reviews rather than waiting for complaints or declining sales before taking action. Proactive service, it was noted, creates satisfied customers who willingly become brand advocates and referral sources.

In conclusion, the CISCSM January Clinic reaffirmed that success in 2026 will be determined by an organisation’s ability to integrate sales and customer service, prioritise customer experience, and continuously reset strategies in response to market realities. Participants were encouraged to apply the insights gained from the session within their organisations and professional practices to achieve measurable growth and sustained relevance.

CISCSM remains committed to advancing professional excellence by providing timely, practical, and forward-looking learning platforms that equip members to thrive in an increasingly competitive business environment.