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Customer Centricity: Game Changing Strategy Design & Execution

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Embrace game-changing customer centricity to revitalise your strategy and expand your business into new markets.​​​​​​​​​​

The aim is to provide delegates with an understanding of the strategic significance of game-changing customer centricity and insights on how successful brands are able to bring lifetime customer value.  Delegates will learn how to develop a business case for achieving disruptive customer centricity, design a route map to implement customer-centric transformation and and gear strategies for successful entry into emerging economies where customers are leapfrogging to new and modern concepts​.

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Who should attend?

General managers, functional directors,
executives, senior managers and heads of
functional areas.

Senior executives are encouraged to bring a
team with them to allow for implementation of the concepts back in the workplace.

How you will benefit:
  • Find and articulate new "market spaces" that open up game changing opportunities.
  • Define and design specific product and new service value-add innovations that build brand and bring durable lifetime customer value and advocacy in today's setting and markets.
  • Develop a business case for achieving disruptive customer centricity.
  • Design a route map to implement a customer centric transformation.

Key focus areas:                   
  • Opening up new ‘market spaces’;
  • A methodology for identifying disruptive new value opportunities;
  • New ways to eliminate waste and cost;
  • Using the customer activity cycle to build lifetime value;
  • Monetising the customer model;
  • New intangibles and building and measuring social capital
  • Making success sustainable; and
  • Social media and its role in customer
  • experience.
  • A model for a phased implementation process with the 10 breakthrough points and defining moments;
  • Determining pace and practicality given the enterprise culture and markets;
  • Getting the payoff of lifetime customer value and what that takes.

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Should you wish to see which faculty/lecturer will be on a specific course/programme please download the course information pack/brochure.

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