By the end of this programme, participants will have:
- Have greater understanding of what CRM is and how it can create value for their customers
- Have developed skills in dealing with complex customer relationships
- Have developed the necessary skills to implement a CRM system
- Have developed skills enabling them to ensure that staff are committed to the CRM changes and processes
- Be aware of the major CRM software platforms and how they relate to their own organisational needs
- Have developed skills in evaluating CRM initiatives
Day 1: Foundations of Customer Experience Management
- Introduction to Customer Experience (CX)
- Definition and evolution of CX
- Importance of CX in modern business
- Core Concepts of CX Management
- Key principles and frameworks
- Understanding customer expectations and perceptions
- The Business Value of CX
- Linking CX to business objectives and financial outcomes
- Case studies: Successful CX implementations
- Workshop: Identifying CX touchpoints in your organization
Day 2: Customer Journey Mapping and Strategy Design
- Introduction to Customer Journey Mapping
- Components of a customer journey map
- Identifying customer pain points and moments of delight
- Tools and Techniques for Journey Mapping
- Designing CX Strategies
- Aligning strategies with brand and customer expectations
- Prioritizing initiatives for impact
- Interactive Activity: Creating a customer journey map for your organization
Day 3: Customer Research and Insight Gathering
- Overview of Customer Research Techniques
- Qualitative and quantitative methods
- Tools for gathering customer feedback
- Conducting Effective Surveys and Interviews
- Analyzing and Interpreting Customer Data
- Turning data into actionable insights
- Identifying trends and opportunities
- Workshop: Developing a research plan for actionable insights
Day 4: Building a Customer-Centric Culture
- Principles of a Customer-Centric Organization
- Characteristics and benefits of a customer-focused culture
- Leadership’s role in fostering customer-centricity
- Empowering Employees for CX Success
- Training and tools for frontline staff
- Recognizing and rewarding customer-focused behaviors
- Group Exercise: Crafting an action plan to nurture customer-centric culture
Day 5: Measuring and Improving CX Performance
- CX Metrics and Key Performance Indicators (KPIs)
- Common CX metrics: NPS, CSAT, CES
- Setting benchmarks and goals
- Continuous Improvement in CX
- Techniques for monitoring and adapting CX strategies
- Leveraging customer feedback for refinement
- Final Project: Designing a comprehensive CX strategy and presenting findings
