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WOBI on Customer Centricity
Don Peppers

Competing in a Customer-Centric World

Led by Don Peppers, one of the world’s most respected experts on customer experience and customer focused business strategy, this course will offer in-depth insights into how to build and maintain a truly customer-centric business.

ABOUT 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. 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 e 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.

WHAT YOU’LL LEARN

  • 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
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Benefits

Uma experiência única de aprendizagem digital

Módulos e lições fáceis de seguir

Avaliação e revisões
Curso 100% online
h
Obter certificação: diploma a ser carregado nas suas redes profissionais

MODULES

PORQUE É QUE A EXPERIÊNCIA DO CLIENTE É TUDO
  • How Technology has Defined Customer-Centricity
MÓDULO 2. A EXPERIÊNCIA DO CLIENTE É TUDO
  • Defining the Customer Experience
  • 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
MÓDULO 3. MARKETING CENTRADO NO CLIENTE
  • Four Steps in Building and Managing Customer Relationships
  • 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
MÓDULO 4. VENDA CENTRADA NO CLIENTE
  • Prospects Are Just Customers You Don’t Yet Have
  • The Customer-Centric B2B Sales Process
  • De-Commoditizing the B2B Sale
  • Selling to Tough Customers
  • Ensuring Your Customers’ Success
  • Answer: Proxy Variable Challenge
MÓDULO 5. SERVIÇO CENTRADO NO CLIENTE
  • Improve Customer-Centric Service by “Complaint Discovery”
  • Use AI to Put Humanity Into the Customer Experience
  • Engage and Enable Your Employees
MÓDULO 6. VENCER ATRAVÉS DA LIDERANÇA
  • Organizing for Customer-Centric Competition
  • The Business Case for Customer-Centric Competition
  • Leadership Behaviors & Qualities That Drive Success

JOIN THOUSANDS OF BUSINESS LEADERS WORLDWIDE

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