Client Centricity Workshop

Learning Objectives:

To learn tools, methods, techniques & strategies to become Customer/Client Centric that results in increased customer value as measured by increase in revenue, repeat purchase, reduced churn and increased NPS.

Expected Outcomes:

To develop an orientation among customer facing & enablement team members
Easy to learn, adapt and sustain tips
Streamline client relationships

Target Audience:

Senior Leadership Team including CEO, COO, CCXO, Functional Heads, Marketing and Sales Teams, Client Facing Organization. (For non-client facing organization, there program will be rendered differently)

Duration:

Two days interactive workshop

Broad Curriculum:

Broad scope is include here:

Client Centricity – Introduction (B2B/B2C)
Customer Value Model – Hierarchy of B2B client needs
7 acts of client centricity
Process & Internal Capabilities
Creating Powerful Client Experiences (client personas, questioning, listening, summing, storytelling)
Personal Interactions to lever relationships (regular to difficult interactions)
Developing Account Management

Pedagogy

All the methods to be covered in the training will be Application, Analysis or Synthesis as per Bloom’s taxonomy.

Aimed at encouraging exploratory learning, in this workshop a case study will be provided that the team will workshop from start to finish covering all the aspects covered above followed by facilitated group discussions to understand the Client Centricity principles.

To conduct Customer Experience workshop in Chennai, Bangalore, Mumbai, Delhi and across India and to know more about the curriculum & structure & customization to your needs, contact us. Contact Us