Creating a Customer-Centric Organisation
This course develops the techniques within your organisation to improve customer focus, ensuring customer-centricity underpins business processes. This course explores the role of customer experience before, during and after the point of sale, helping drive a competitive advantage and profitability.
Who is this for?
This course is aimed at employees who want to develop and adapt marketing or operational strategies in a digital and globalised commercial environment, where competing for consumer loyalty is paramount.
What will you learn...
Customer-centricity – what it is and why it matters
- Understand what customer centricity is and evaluate its importance in today’s competitive environment
- Evaluate the need for a customer-relationship focus
- Define what customer experience encompasses
- Appraise the critical success factors for delivering and enabling customer-centricity
- Apply learnings to your organisation and identify potential improvements and any related challenges in creating a more customer-centric organisation
Strategy design Part A: Identifying and Differentiating Customers
- Identify the key steps in designing a customer-centric strategy
- Appraise what customer identification means and how it can be executed
- Assess the need for, and basis of, customer differentiation
- Understand consumer needs and needs differentiation
- Understand the importance of consumer personas and develop key consumer personas for your organisation
Strategy design Part B: Managing the Customer Experience
- Appraise the role of customer interaction and customisation when building your customer-centric strategy
- Identify the role of touchpoints between organisation and consumer
- Learn how to create a customer journey map, identifying different stages, key activities and motivations within each stage, and potential improvements needed
- Assess the importance of seamless omnichannel marketing as part of the customer journey
- Identify how to measure the success of a customer-centric approach
Book You Course Now
Course ID: LM06
Duration: 5 days
Course fee: £3,900.00
Meet your Tutor
Patrick opio
MSc MSc DIC MAPM
Project Managment Proffessional and trainer with nearly 20 years UK and overseas experience in planning and project controls.