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25 - SLM- Sales and Marketing


SLM 137 - Customer Centricity

Code Start Date Duration Venue
SLM 137 12 September 2022 5 Days Istanbul Registration Form Link
SLM 137 07 November 2022 5 Days Istanbul Registration Form Link
SLM 137 04 December 2022 5 Days Online Registration Form Link
Please contact us for fees

 

Course Description

In the competitive environment providing customer service or feedback is no longer an advantage, it is imperative. To have an edge, employees should be in a position to constantly question themselves “how can I impact the customers"?.  Customer centricity is putting the customer first, to gain customer satisfaction and loyalty. Organizations following customer centricity religiously keep customers in focus while taking and implementing any decision. The management consciously ensures that every decision implemented within the organization prioritizes customers and creates value for customers. The Spirit of customer centricity lies in ensuring the best possible customer experience and it acts as a guiding force for every element in the organization. This is where Customer Centricity program can help you.

Course Objectives

  • Gaining a perspective on how to understand the needs of the customer
  • Knowing about the stages of customer focus
  • Taking up responsibilities to impact customer in different ways
  • Learning to create strategies to overcome the barriers
  • Improve the customer experience within an organization
  • Help develop a customer-centric service culture
  • Develop a customer-focused mindset for continuous improvement
  • Produce a personal service improvement action plan
 

Who Should Attend?

  • Function and Department Heads
  • Sales and Marketing Professionals
  • Managers
  • Anyone who is in contact with customers

Course Details/Schedule

Day 1

  • Customer service and customer experience 
  • Product centricity vs customer centricity
  • Customer centric data model
  • Defining current customer service culture
  • Developing customer centric culture
  • Measuring the level of customer centricity
  • Challenges encountered in becoming customer centric organization

Day 2

  • Customer Journey Mapping 
  • Stages of customer focus journey
  • Customer lifetime value calculation methods
  • Customer profitability and lifetime value
  • Developing Customer-centric Strategy
  • CLV model 

Day 3

  • Customer value proposition
  • Customer-centric selling
  • Customer innovation
  • Developing Competitive Advantage
  • Creating economic and superior value
  • Effective customer service communication 
  • A feedback loop 
  • Utilizing customer feedback in strategy formulation

Day 4

  • Marketing Perspective
  • Customer acquisition
  • Customer loyalty
  • Measuring customer satisfaction
  • Comprehending customer needs and expectations
  • Product proliferation
  • Customer perception analysis
  • Customer behavior
  • Customer expectation of service

Day 5

  • Helping employees to be customer centric
  • Identify employee competencies 
  • Facilitating cross-functional collaboration
  • Personal service improvement action plan
  • Create customer advocates
  • Act on feedback through Service Improvement Action Teams
  • Discuss some case studies