Training Course
Syllabus:
Developing and Executing a Customer-centric
Strategy - Available for Onsite Training ONLY
What’s your organization’s customer-centric
IQ?
Without a customer-centric strategy and a high
score on customer focus…companies are in danger of lowering its bottom line!
Winning companies are those who have a strong customer-centric strategy and a
growing level of customer loyalty—or just a theory of good customer service…but
a total organizational, customer-focused strategy built around customers’ needs.
Why not join the winner’s circle by structuring a corporate plan that enhances
the total customer experience!
Your Staff Will Discover How
To:
- Increase revenues from existing customers for
greater corporate performance
- Sell products at higher margins, minimizing
the commoditization of their goods and services
- Increase employee morale for better execution
of strategy
- Reduce customer defections and tap into new
customer segments
- Build short- and long-term customer-centric
strategic plans
- Increase customer satisfaction, mind share,
referrals and repeat business
- Gain a sustainable competitive advantage
through their customer-centric strategy
Topics Covered:
- What is a customer-centric organization?
- Differentiating customer-centric companies
from the rest of the pack
- Learning the basics of customer
segmentation—what they love, what they keep and what they let go
- Employing an operational approach to building
their action plan
- Developing people and processes to deliver a
winning customer experience
- Achieving a “listening organization” by
establishing and keeping a dialogue with customers
- Measurements for success—performance indices
that ensure maximum revenue from customer centricity
Who Should Attend
The seminar is designed for decision makers and
leading executives across functional areas including senior vice presidents,
vice presidents, directors of operations, strategic planning professionals,
directors of sales, marketing and customer service and all others involved in
developing the total customer experience through the right customer-centric
strategy. |