Driving Customer Success through Customer Experience Management

The objective of the workshop

 Introduce concepts of customer experience management with an overview of Best practices and tools to implement

What Do We Cover

• Customer Experience Management and its importance to your organization.

• How Customer Experience Management affects your organization’s Customer Loyalty and Customer Advocacy.

• Best Practices and Tools/techniques for Customer Experience Management (Case Study)

• Measurement and metrics to design an engaged Customer Experience Management(CXM) (Overview)

• Important components and strategy for an engaged Customer Experience Management (CXM).

  Who Should Attend

Business Leaders, Senior Managers, Customer Relationship Management staff, Customer Service staff, Sales and Marketing Team, Digital Marketing Team, Representation of all departments directly or indirectly interacting with customer

 Benefits from Attendance

• Participants will have a clear understanding of the concept of Customer Experience Management through simple storytelling techniques for a common idea of customer experience across the organization

• Get up to date with the latest industry practices in Customer Experience Management.

• Be successful in your respective organizational role through an understanding of enhanced Customer Experience Management (CXM)

• Initiating the Customer success team/program within your organization

• How to manage customer retention

• Educate key influencers on the importance of user experience and find better ways to engage the customer – create a customer experience council/champions

• Case study to refer for best practices

Duration:

3 hours of session (Workshop delivery, Case Study Discussions, and Q&A round)

• Have a clear vision and create a workable business plan

• Optimize your business systems and processes

• Understand how to get a 360degree view of your customer

CUSTOMER AWARENESS

This is a 1 day class room interactive training on basic concepts of customer awareness. After this training you can expect an understanding of who your customer is, what it means to be customer centric and its benefits. This day provides not just conceptual knowledge but practical application of these concepts to your specific business environment and concrete take aways.

Audience : Anyone who is planning a career in customer success/ customer oriented roles, currently leading or part of customer success teams.

Advantage : We do these trainings for organizations to bring customer focus and align entire organization to business goals that include customer engagement.

Customer Journey Mapping

Customer Journey Mapping is a holistic, visual, and tangible tool to understand customer needs, expectations, and emotions at each phase of the customer life cycle. It plots the path customers take in interacting with your organization – from the earliest stage of product awareness to purchasing decisions, including onboarding, usage, support, and renewal.

Objective

Build Customer Journey Maps (1 organizational persona) to 

• Understand your customer’s journey and engagement with your organization throughout the entire customer lifecycle.

• Identify opportunities to improve your customer experience by identifying the moments of truth that make or break your engagement with your customer.

for more information on the mode, delivery mechanism for Customer Journey Mapping, click here 

Expected Outcomes

• Understand CJM tool Identify Customer Segments and Build Personas

• Create fully functional customer journey maps with Collated ‘moments of truth,’ i.e., opportunity areas to enhance customer experience.

• Improved and consistent understanding of customer needs and behaviors

Duration 

 Customizable per the Scope of delivery