PROFESSIONAL TRAINING SOLUTIONS
Morning Session
8:30 - 9:30 Registration and Networking (Continental Breakfast)
9:00 - 9:30 Overview and Introduction
9:30 - 11:00 CRM Strategy
CRM is an ongoing program, not a project. If you plan your CRM strategy effectively, the return to your company can be earth shattering. A failure to plan is just plain shattering. This session will provide you with the elements you need to consider and a method for planning and execution of the CRM program that your company needs.
11:00 - 11:30 Break (Coffee, Soft-Drinks)
11:30 - 12:30 CRM Strategy (continued)
12:30 - 1:30 Lunch and Case Study Discussion (Buffet)
Afternoon Session
1:30 - 2:45 Customer Value Analysis
Customers are not created equal, nor do they equally value the benefits they receive. A comprehensive perspective of determining the value of the relationship includes both customer equity (the net present value of customer lifetime value) and the customer's perception of relationship value. Comprehensive customer value analysis is a foundation for effective customer relationship strategy.
2:45 - 3:00 Break
2:30 - 4:00 Case Study
4:00 - 4:30 Reflective Exercise
8:30 - 9:30 Registration and Networking (Continental Breakfast)
9:00 - 9:30 Overview and Introduction
9:30 - 11:00 CRM Strategy
CRM is an ongoing program, not a project. If you plan your CRM strategy effectively, the return to your company can be earth shattering. A failure to plan is just plain shattering. This session will provide you with the elements you need to consider and a method for planning and execution of the CRM program that your company needs.
11:00 - 11:30 Break (Coffee, Soft-Drinks)
11:30 - 12:30 CRM Strategy (continued)
12:30 - 1:30 Lunch and Case Study Discussion (Buffet)
Afternoon Session
1:30 - 2:45 Customer Value Analysis
Customers are not created equal, nor do they equally value the benefits they receive. A comprehensive perspective of determining the value of the relationship includes both customer equity (the net present value of customer lifetime value) and the customer's perception of relationship value. Comprehensive customer value analysis is a foundation for effective customer relationship strategy.
2:45 - 3:00 Break
2:30 - 4:00 Case Study
4:00 - 4:30 Reflective Exercise
Morning Session
8:00 - 8:30 Networking
(Continental Breakfast)
8:30 - 10:30 Customer Experience Management (CEM)
Twenty-first century customers are volatile and empowered with all that they need available to them almost instantly. Keeping or acquiring those customers is an increasingly tough chore when products and services are no longer the differentiator they were. This session will show you how to make your differentiator the individualized customer experience - managed by the customer. That's the way you win in 21st century business.
10:30 - 10:45 Break
10:45 - 11:30 Exercise on Customer Experience Management
11:15 - 12:15 Change Management
Learn the importance of change management and how to apply new techniques effectively.
12:15 - 1:00 Lunch (Buffet)
Afternoon Session
1:00 - 2:00 Change Management
2:00 - 2:15 Break
2:15 - 3:30 Technology Selection and Implementation
Uncover the latest best practices and lessons learned for selecting the right technology and implementing a system to support your CRM initiatives.
3:30 - 4:00 Final Reflective Exercise
4:00 - 4:30 Wrap-up
4:30 Departure
8:00 - 8:30 Networking
(Continental Breakfast)
8:30 - 10:30 Customer Experience Management (CEM)
Twenty-first century customers are volatile and empowered with all that they need available to them almost instantly. Keeping or acquiring those customers is an increasingly tough chore when products and services are no longer the differentiator they were. This session will show you how to make your differentiator the individualized customer experience - managed by the customer. That's the way you win in 21st century business.
10:30 - 10:45 Break
10:45 - 11:30 Exercise on Customer Experience Management
11:15 - 12:15 Change Management
Learn the importance of change management and how to apply new techniques effectively.
12:15 - 1:00 Lunch (Buffet)
Afternoon Session
1:00 - 2:00 Change Management
2:00 - 2:15 Break
2:15 - 3:30 Technology Selection and Implementation
Uncover the latest best practices and lessons learned for selecting the right technology and implementing a system to support your CRM initiatives.
3:30 - 4:00 Final Reflective Exercise
4:00 - 4:30 Wrap-up
4:30 Departure
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Create a customer driven business strategy that is responsive to the need of your most valued customers.
Design an organization to deliver the CRM strategy.
Calculate the net present value of a customer.
Create a framework to understand value from the customer's perspective.
Determine the best set of tools and technology that is right for your business.