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Schulung - Customer Centricity

  • Live Online oder Präsenz
Inhouse Individuell
TERMIN UND ORT NACH ABSPRACHE
Dauer
1 Tag ( 7 Stunden)
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Nr.
17804
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On-demand Training
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In this live-online Training you will learn about the fundamentals of Customer Centricity. Learn how to:

  • Develop an understanding of why the customers and their needs must play the crucial role in the development of your products and services.
  • Identify and understand your personal customer with new perspectives.
  • Take away specific actions on how to engage and satisfy your customer.
  • Get to know a new mindset so that you can think more customer centrically in everyday life and thus communicate and act in a more targeted manner.
  • Apply the following methods, among others: Persona Development, Design Thinking, Business Model Canvas, Customer Segmentation, Lean Startup, Scrum.

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Zielgruppe

Wer sollte teilnehmen:

Zielgruppe

This training is addressed to managing directors, decision makers, executives of all hierarchy levels and all employees.

Voraussetzungen

No prerequisites are necessary to attend this training.
Trainingsprogramm

Trainingsprogramm

Who is your customer?

  • The persona - methodology - theoretical input
  • Exercise: team-based application of the persona methodology in a corporate context

Customer Centricity - The road to customer orientation

  • The history of marketing (push vs. pull marketing)
  • Change of focus: product vs. customer focus

Customer empathy - Why should you know your customer?

  • Market saturation, increasing price competition and rising customer demands
  • "Product & service failures”: Where did your company fail to deliver value to your customer?
  • What could have been handled differently about the personas?

Customer Journey - How do you communicate with your customer?

  • What touch points exist with your customers along the customer journey?
  • Customer segmentation & market research: how does it work?
  • Customer Value CLV: How do I measure customer satisfaction?
  • Customer relationship: How do I bond the customer to my company?
Schulung - Customer Centricity