We offer a number of training modules which are designed and developed to maximize the value addition of the people of your organization. List of training courses we are offering:

How to Deliver Positive Customer Experience

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 Overview:

89% of consumers began doing business with a competitor following a poor customer experience.

Customer experience (CEX) is defined as your customers’ perceptions – both conscious and subconscious – of their relationship with your brand resulting from all their interactions with your brand during the customer life cycle. Delivering positive customer experience requires proper mindset to understand customer needs and treat the customer as they want to be treated. In this highly interactive one day training, the participants will be exposed to different practical information and exercises to improve their personal customer centric attitude.

Course objectives:

At the end of the training, you will:

  1. Understand the concept of CEX
  2. Learn how to manage customer expectations
  3. Understand your organization’s customer experience level

Who can participate in the workshop?

  1. Employees from all level of the organization

* Separate modules can be developed for Senior and Mid level management

Max. no. of participants per session: 25

Training duration: 1 day

Develop Customer Experience Management Strategy

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 Overview:

 

By 2020, customer experience will overtake price and product as the key brand differentiator.

Customer experience is defined as your customers’ perceptions – both conscious and subconscious – of their relationship with your brand resulting from all their interactions with your brand during the customer life cycle. From Brand building perspective, managing customer experience is THE most important element to create a sustainable and profitable brand. Worldwide, CEX (Customer Experience) is an evolving subject and the importance of this concept is increasingly becoming more interesting as well as challenging for the management in the current business world. World’s leading brands are already keen on delivering good customer experience with relevant strategies. Even though a bit late, companies in Asia are working hard to catch up. It is a true global business development trend!

Course objectives:

At the end of the training, you will:

  1. Understand the concept of CEX and CEM
  2. Understand your organization’s customer experience level
  3. Understand the key enablers for a customer centric organization
  4. Learn how to develop a customer experience strategy for your team

Who should participate in the workshop?

  1. Company top and senior management
  2. Empowered middle management members
  3. People dedicated to establish CEM in the organization

* Separate modules can be developed for Senior and Mid level management

* Special module can be developed for frontline employees

 Max. no. of participants per session: 15

Training duration: 2 days

 

Improve Customer Experience using Net Promoter System

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Overview:

NPS (Net Promoter Score) is a management tool that can be used to gauge the loyalty of their customer relationships. Developed by Bain & Company, Net Promoter Score (NPS) measures the loyalty that exists between a provider and a consumer.

It is the new happening thing in the world business scenario to measure customer loyalty and drive sustainable growth based upon the feedback through the system. World’s top companies (mainly of North America) including Apple, Amazon, GE, eBay etc. have already adopted NPS as a customer experience management tool.

This tool is increasingly getting popular in the European as well as Asian business market to reduce customer churn and become a truly customer centric organization. It is a true global business development phenomenon!

At the end of the training, you will:

  • Understand the concept and purpose of NPS

  • Learn the required NPS model for your organization

  • Learn how to develop a customer experience strategy for your organization based on NPS findings

  • Understand how to develop Net Promoter System/ Closed Feedback Loop using NPS

 

 

Key Account Management Essentials

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Overview:

Key Accounts Management is not only an art, but involves a good deal of science as well. We all know the 80-20 Pareto Principle which says that 80% of company revenue will come from 20% of customers, which are practically the key accounts. To get the best out of the customer portfolio, the Key Account Managers need to effectively select, grow, and defend key accounts to maximize the Return on Investment (ROI) for the company.

During this highly interactive two day course, attendees will be exposed to an array of proven strategic and tactical methods to successfully serve the key accounts’ needs according to their requirement.

At the end of the course you will be able to:

  • Understand the overall value of KAM

  • Understand your roles and responsibilities as the Key Account Manager/ KAM MT

  • Learn to rank the attractiveness of customers to be a key account.

  • Understand how to become a good Key Account Manager

 

 

Key Account Management Strategy and Planning

KAM

Overview:

Key Accounts Management is not only an art, but involves a good deal of science as well. We all know the 80-20 Pareto Principle which says that 80% of company revenue will come from 20% of customers, which are practically the key accounts. To get the best out of the customer portfolio, the Key Account Managers need to effectively select, grow, and defend key accounts to maximize the Return on Investment (ROI) for the company.

During this highly interactive two day course, attendees will be exposed to an array of proven strategic and tactical methods on how to analyze the macro and micro level environment, develop strategies based on SWOT, and proactively plan to win and defend key accounts.

At the end of the course you will be able to:

  • Understand the overall value of KAM

  • Learn to rank the attractiveness of customers to be a key account.

  • Learn how develop strategies for penetrating, winning, developing, and defending significant accounts

  • Analyze and understand all aspects of your accounts decision process, factors and key players

  • Understand the approaches to secure increased and profitable business from your key accounts