What we do...
Our customer-centricity training courses help develop your Customer Champions. These employees are responsible for your most vital assets; your customers. Their role is to align operational activity with the creation and delivery of customer value. Their training enables them to understand changing customer expectations, competitor behaviour and operational capability, in order tomake the necessary changes to strategic and operational objectives and actions so that you can consistently deliver customer, employee and shareholder value.
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Training course details...
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Customer Champion Training (5 days)
This course has been designed to support the adoption of a Customer-centric approach within a business and enables particpants to audit their business's customer-centicity upon completion of the course. This provides clients with their own customer champion(s) and their own customer-centricity development roadmap.
The course provides both a qualitative and a quantitative understanding of customer-centricity and uses both Business-to-Business, Business-to-Consumer and Government-to-Consumer examples. It is designed to firstly change the way in which participants think about their business and how it relates to customers, ensuring that their actions and business processes are customer-centric. It is not designed to create sales champions but to create a broader capability which aligns strategic, operational and analytical capabilities with the creation of customer value.
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Customer Portfolio Management (1 Day)
This course enables particpants to identify the customers that their business should serve, both today and in the future. Without this analytical capability, an organisation cannot intelligently develop value propositions; neither can it target customers for acquisition, development and retention.
Not all customers provide equal value to an organisation. Whilst all should contribute to revenues, not all provide positive profitability. Customers who are not profitable, i.e. they generate less revenue than their ‘cost to serve’, are profit takers. Whilst those who generate excess revenue over ‘cost to serve’ are profit makers. The course will introduce the participant to customer segmentation, customer profitability, activity based costing, customer lifetime value and customer portfolio management.
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Customer Intimacy (1 Day)
This course focuses on the ability of an organisation to build a deeper understanding of its customer’s strategies and behaviours, in order to build closer and longer lasting relationships. It is the, who, what, why, where, when and how of customer behaviour. As with any relationship, the more intimate the interactions the stronger the relationship, resulting in an increased ability to satisfy customer needs, and predict their actions and reactions to changes to their ‘environment’. Understanding and being involved in setting your customers strategies should be a key goal within your business strategy. Understanding customers does however require up to date information be kept about them, and where information is not available or stored, plans derived to complete this information, either through: first-hand investigation (sales visits), second-hand sources (e.g. internet) or extrapolation of known data (statistical modelling). A customer database is generally the solution to managing and storing this data, and should contain information such as, buying cycles, key personnel and their personal buying behaviours, suppliers and their relationships, buying history, company strategy and growth expectations.
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Network Development (1 Day)
This course focuses on understanding how a businesses network operates in order to create value for customers and end consumers. As organisations do not function in isolation, it is important that we understand and manage network relationships. Networks compete against network, and as such, the strength of the internal relationships determines competitive advantage and ultimately customer profitability. In many cases, these components have often been given a name synonymous with other CRM definitions, e.g. SRM (Supplier Relationship Management), CRM (Customer Relationship Management), ORM (Owner/Investor Relationship Management), PRM (Partner Relationship Management), and ERM (Employee Relationship Management). By reviewing and managing relationships correctly, an organisation can improve its customer intimacy, better understand value proposition requirements and improve its relationship management.
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Value Proposition Development (1 Day)
This course focuses on how companies compete by trying to deliver consistently better value than competitors. In order to achieve this we must understand the customers’ full requirements and expectations. By doing so we are able to create, and deliver, better solutions to their needs and desires than competitors. The underlying premise of value creation is that is can only be truly measured and recognised by the customer. If a customer offers ‘there is no value to them in a product or a service’, then it is our responsibility to address any imbalance or accept their answer!
This course we will address what customers mean when they use the term value, what the sources of customer value are and how companies can create winning propositions.
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Relationship Management (1 day)
This course focuses customer experience management and the customer lifecycle, including identifying prospective customers, recruiting customers, selling them their first product, managing the migration up the value ladder, developing and implementing retention plans and winning back valued customers that have left.
A customer experience approach provides a clear understanding of what it is like 'doing business with you'. It identifies what works and what doesn't in terms of the customer journey and the organisations ability to acquire, retain and develop customers. Understanding the customer life cycle results in the formation and management of clearly documented customer acquisition, retention and development plans.
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A provider of customer-centric investment support and business consultancy services. Develop, Improve, Evolve.
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