COMPETING IN A CUSTOMER-CENTRIC WORLD
with Don Peppers
Effectively understand and adapt to the rapidly changing needs of your customers
Properly align your products and services to provide long term customer value
The skills needed to build trust between your customers and organization
How technology can be used to further enhance the customer experience
100% Online course
6 modules
26 Lessons
4 Hours of content
Evaluation exams
Certificate of completion
Available with Spanish subtitles
Get to know Don Peppers
Highly acclaimed best-selling author, business strategist, and marketing futurist Don Peppers has educated and motivated audiences worldwide with presentations and workshops focused on how businesses can compete in a dynamic, customer-centric world.
His deep understanding and experience in marketing, and customer experience gives him a unique approach to how organizations can increase customer long term value and effectively build trust between their customers.
Named by Accenture as one of the top “100 Business Intellectuals,” Peppers has written nine books with business partner Martha Rogers, including Managing Customer Relationships and The One to One Future which put forward a paradigm-shifting idea about the business implications of interactivity that soon evolved into the global CRM movement.
Full program
MODULE 1. UNDERSTANDING THE CUSTOMER DIMENSION
MODULE 2. CUSTOMER EXPERIENCE IS EVERYTHING
– Product Competence: Reliable and Valuable
– Customer Competence: Relevant and Trustable
– The Importance of Customer Trust
– Why Customers Expect Even More Trust
– Answer: Recovering Lost Trust Challenge
MODULE 3. CUSTOMER - CENTRIC MARKETING
– Identify Your Customers
– How Customers Create Value for Your Business
– Understand LTV & Customer Equity
– Differentiating Your Customers by Their Needs
– Interacting and Customizing
– Answer: Flower Shop Challenge
MODULE 4. CUSTOMER - CENTRIC SELLING
– The Customer-Centric B2B Sales Process
– De-Commoditizing the B2B Sale
– Selling to Tough Customers
– Ensuring Your Customers’ Success
– Answer: Proxy Variable Challenge
MODULE 5. CUSTOMER-CENTRIC SERVICE
– Use AI to Put Humanity Into the Customer Experience
– Engage and Enable Your Employees
MODULE 6. WINNING THROUGH LEADERSHIP
– The Business Case for Customer-Centric Competition
– Leadership Behaviors & Qualities That Drive Success
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