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with Don Peppers

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Course on Customer Centricity with Don Peppers

Competing in a Customer-Centric World

Led by Don Peppers, one of the world’s most respected experts on customer experience and customer focused business strategy, this course will offer in-depth insights into how to build and maintain a truly customer-centric business.

ABOUT DON PEPPERS

Highly acclaimed best-selling author, business strategist and marketing futurist Don Peppers has educated and motivated audiences worldwide with presentations and workshops focused on how businesses can compete in a dynamic, customer-centric world. Named by Accenture as one of the top “100 Business Intellectuals,” Peppers has written nine books with business partner Martha Rogers, including Managing Customer Relationships and The One to One Future which put forward a paradigm-shifting idea about the business implications of interactivity that soon evolved into the global CRM movement.

WHAT YOU’LL LEARN

  • Effectively understand and adapt to the rapidly changing needs of your customers
  • Properly align your products and services to provide long term customer value
  • The skills needed to build trust between your customers and organization
  • How technology can be used to further enhance the customer experience
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Structure and format

A unique experience of digital learning
Easy to follow through modules and lessons
Assessment and reviews
100% Online course
Get certified: diploma to be uploaded on your professional networks

MODULES

MODULE 1. UNDERSTANDING THE CUSTOMER DIMENSION
  • How Technology has Defined Customer-Centricity
MODULE 2. CUSTOMER EXPERIENCE IS EVERYTHING
  • Defining the Customer Experience
  • Product Competence: Reliable and Valuable
  • Customer Competence: Relevant and Trustable
  • The Importance of Customer Trust
  • Why Customers Expect Even More Trust
  • Answer: Recovering Lost Trust Challenge
MODULE 3. CUSTOMER - CENTRIC MARKETING
  • Four Steps in Building and Managing Customer Relationships
  • Identify Your Customers
  • How Customers Create Value for Your Business
  • Understand LTV & Customer Equity
  • Differentiating Your Customers by Their Needs
  • Interacting and Customizing
  • Answer: Flower Shop Challenge
MODULE 4. CUSTOMER - CENTRIC SELLING
  • Prospects Are Just Customers You Don’t Yet Have
  • The Customer-Centric B2B Sales Process
  • De-Commoditizing the B2B Sale
  • Selling to Tough Customers
  • Ensuring Your Customers’ Success
  • Answer: Proxy Variable Challenge
MODULE 5. CUSTOMER-CENTRIC SERVICE
  • Improve Customer-Centric Service by “Complaint Discovery”
  • Use AI to Put Humanity Into the Customer Experience
  • Engage and Enable Your Employees
MODULE 6. WINNING THROUGH LEADERSHIP
  • Organizing for Customer-Centric Competition
  • The Business Case for Customer-Centric Competition
  • Leadership Behaviors & Qualities That Drive Success

JOIN THOUSANDS OF BUSINESS LEADERS WORLDWIDE

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