|
|
|
 Creating and managing customer value is an integral part of both private organizations and government agencies. It is said, "What you don't measure, you can't manage." How then can we measure customer value and evaluate its effectiveness?
This 1 Day Executive Workshop aims to assist senior executives and professionals from both private and public sector to unlock the mystery behind "Customer Values". Using industry techniques to define, quantify and measure customers' value, allowing participants to calibrate marketing and customer services matrix to meet customer's needs. Using real-life case studies, the workshop helps to distinguish the difference between (Winners) - organizations who can successfully forge a long term relationship with their customers and (losers), organizations who struggle to create sustainable customer values.
Back to top
|
| Course Objectives |
|
All organizations, regardless of profit or not-for profit should deliver a specific customer value proposition to a definable market to justified its existence. The main objective of this workshop is to help participants develop a greater awareness of the techniques available to develop effective and beneficial strategic customer relationship management strategy and aligning it to the overall corporate goals.
Back to top
This workshop is designed for professionals and senior officers who are in positions of responsibility and are engaged directly or indirectly in overall marketing or customer service decision making framework.
- PRIVATE SECTORS: Key Account Managers | CRM, Sales and Marketing Professionals | Financial Service industry | Sales and Marketing team | Media Owners | Advertising Agencies | Brand Consultancy | Entrepreneurs | Business owners | Marketing Researchers | Customer Service and Supporting Professionals | Hospitality and Service Industries Managers
- PUBLIC SECTORS & NGO: Senior Officers from Government Agencies & Statutory Boards which handles consumer enquiries such as WDA; ICA; Prison; CPF, MOM | Hospital Administrators | Professional trainers and academics | Professional bodies and institutions
Back to top
Participants will understand how to build mutually beneficial relationships with their customers by:
- Distinguished the DNA behind their respective customer
- Identifying and responding to their needs and requirement.
- Creating, differentiating and fine-tuning the "Customer Values"
- Communicating with both internal and external customers about these "Values"
- Developing a productive and mutually rewarding relationships with your "customer"
- Develop a customer focus strategy
- Building effective and trained CRM team
- Creating higher customer value and public image
- Capturing and sharing best practice and the approaches
Back to top
| Date |
12th Mar 2009 (Thu) |
| Time |
9.00am to 5.00pm |
| Venue |
Concorde Hotel, Orchard (Formerly Le Meridien Hotel) |
| Fee |
S$868 Nett |
Registration is on a 1st come 1st serve basis. Register early to avoid disappointment. For more information, please contact Elsie @ 6720 3333 or training@aventisgroup.com.sg
Back to top
 Professor Ana Valenzuela
- Postdoctoral Studies; University of California, Berkeley
- Ph.D. University of Madrid, Autonoma
- MBA Georgetown University
- BBA, University of Madrid, Autonoma
Professor Ana Valenzuela is Assistant Professor at the Zicklin School of Business, Baruch College. Prior to Baruch College, she held positions as Assistant Professor at San Francisco State University and a Visiting Scholar with the Haas School of Business, UC Berkeley. She has a PhD from University of Madrid, Autonoma and an MBA from Georgetown University. Her research papers have been published at Journal of Marketing Research, Journal of Marketing, Organizational Behavior and Human Decision Processes and International Marketing Review among others. She has extensive professional experience working with ACNielsen, PubliEspana, The Advisory Board Company and the International Monetary Fund (IMF).
Areas of Expertise: International Marketing Strategy | Cross-Cultural Consumer Behaviour | Judgment and Decision Making.
Back to top
We deliver customized designed courses that are tailored to your organizational needs. Our professional trainers are domain experts with extensive international experience.
Do contact us today @ 6720 3333 / training@aventisgroup.com.sg for no-obligation training needs assessment, we will work in partnership with you to identify needs, develop training and find instructors that best fit your business environment.
Back to top
Building relationships with customers and winning business
Defining Customer Value
- Determinants of Customer Value
- Customer Satisfaction vs. Delight
- Target Market Definition
- Product Positioning Process
- Positioning Vehicles
Building partnering relationships
- Customer Lifetime Value
- Customer Relationship Management
Managing Customer Value
- The Value Space
- Linking Customer Value to Financial Value
Case Studies and Analysis
- Are there gaps in the market structure?
- What are the strengths and weakness of using CRM versus a conventional retailer?
- What are the market segmentation issues?
- What steps should be taken to fully develop the formula?
- What are potential pitfalls?
Data Analysis - Quantifying & Measuring Customer Values
- What is the value of a customer using their current direct marketing approach?
- How to compute the lifetime value of consumers?
- Analyze the economics of acquisition versus retention of consumers?
Wrap-up |
Back to top
|
|
.gif){kind=logo}
