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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
– How Technology has Defined Customer-Centricity
MODULE 2. CUSTOMER EXPERIENCE IS EVERYTHING
– 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

MODULE 3. CUSTOMER - CENTRIC MARKETING
– 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

MODULE 4. CUSTOMER - CENTRIC SELLING
– 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

MODULE 5. CUSTOMER-CENTRIC SERVICE
– Improve Customer-Centric Service by “Complaint Discovery”

– Use AI to Put Humanity Into the Customer Experience

– Engage and Enable Your Employees

MODULE 6. WINNING THROUGH LEADERSHIP
– Organizing for Customer-Centric Competition

– The Business Case for Customer-Centric Competition

– Leadership Behaviors & Qualities That Drive Success

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