CRM: Plan & Design is a one-day seminar designed for strategic decision makers and explores key issues, opportunities and threats. It scopes the initiatives needed to lead your enterprise toward “customer centricity”
Focused on strategy, planning, objectives and alternatives, Plan & Design provides solid foundations for new or enhanced CRM initiatives and the means to “benchmark” CRM maturity.
CRM: Plan & Design assists senior executives identify challenges, potential pitfalls and often-missed opportunities.
9:00 – 9:45am Introductions & Overview
- International CRM Trends and Developments
- Strategic Imperatives: CRM, SFA, PRM, others?
- Understanding Generational Changes
- Determine your organisation’s state of maturity
- Traditional and Social CRM – what’s the difference?
- Developing a CRM business case that wins resources & budget
- Who might best own the CRM project?
9:45 – 10:30am Why the right Customer Vision Engenders CRM Success
- Common “vision” mistakes and pitfalls
- What is a CRM vision and strategy – what makes it right?
- How to use Customer Vision to reignite CRM projects underway
- What differentiates Vision from Mission, Values & Mottos
- Why it’s critical to get Vision right – or make it right!
- How vision and strategy create a win/win for the enterprise and its customer
- Mini workshop to develop “customer vision”
10:30 – 10:45 am Morning Refreshments
10:45 – 12:15pm Turning Customer Vision into Effective Strategy
- Building an Enterprise Wide Customer Strategy
- Five Strategy Pitfalls – and How to Avoid Them!
- Why “strategy” across projects prevents project failure
- Who should own CRM initiatives and why?
- Building internal buying and commitment – how?
12:15 – 1:00 pm Luncheon
1:00pm – 3:15 pm Engineering a Positive Customer Experience
- What is Customer Experience and Customer Experience Management
- How to use social media to improve customer experience
- How to categorize and stimulate customer feedback channels
- Develop strategies to respond to and benefit from positives and negatives
- Using Voice of Customer program to drive positive change
- Altering enterprise awareness of customer thinking
3:00 – 3:15 pm Afternoon Refreshments
3:15 – 4:45pm Redefining Customer Impacting Processes
- How efficient processes can destroy positive customer experience
- How touch points effect customer experience – and how to harness them
- How to utilise social media to monitor process improvement
- Integrating channel, sales, marketing and service processes
4:45 – 5:00 pm Conclusion and Questions
Each delegate receives a comprehensive workbook, morning and afternoon refreshments and business luncheon. Numbers are strictly limited to ten (10) delegates to ensure maximum interaction and learning.
Also available “in-house” for $6,000 plus travel & catering expenses.
Email admin@customerstrategies.com to secure a suitable date.
