Strategies Based On Putting Customer Value At The Centre

Customer Acquisition & Retention Strategies

Building Exciting, Engaged & Empowered Customer-Centric Companies

* Click on column header for sort them

Venue Date Fees Join Now
Abu Dhabi - UAE , 20191020 20 - 24 Oct 2019 $3,750 Register
London - UK , 20191104 04 - 08 Nov 2019 $4,750 Register
Dubai - UAE , 20191215 15 - 19 Dec 2019 $3,750 Register

COURSE OVERVIEW

Effective strategic planning is essential to the future success of any organization. However, most strategic planning is lacking in vision and coherent focus. In a world where the rate of change is greater than ever coupled with organisation structures which are relatively inert, this is a prescription for disaster. Real strategic planning is about positioning the organization for a future which firstly is increasingly impossible to predict and secondly keeps the customer at the centre of everything it does. Effective strategy delivery creates a basis for sustained competitive differentiation coupled with simultaneous revenue, cost and service impact.

This Customer Acquisition & Retention Strategies course provides delegates with the tools and techniques to create a powerful new approach to strategy in their organisations: one based on putting customer value at the centre. This program focuses on strategic planning and how to implement it. You will not think about strategy in the same way ever again.

LEARNING OBJECTIVES

By attending Customer Acquisition & Retention Strategies course delegates will learn a new process that they can introduce to their organisations along with easy-to-learn techniques:

  • To define new but proven strategy approaches centred on customer outcomes
  • To create and deliver against business planning that involves the whole organisation
  • To provide an in-depth stakeholder engagement framework
  • To highlight the process of effective implementation
  • To provide insights into strategic planning problems to avoid
  • To highlight examples of strategic success and failure
  • To provide insights into productive contingency planning

TARGET AUDIENCE

Customer Acquisition & Retention Strategies program is designed for senior managers, business unit managers, business strategists, developers of business plans, analysts and researchers supporting the development of business plans, all people required to contribute to and implement a customer-centric strategy

TRAINING METHODOLOGY

Promise Training incorporates the most up to date training and capability development methodologies available in the market. Customer Acquisition & Retention Strategies course carefully designed to address the whole breath of learning styles and to inspire and engage participants fully. The sessions are also highly participative and include powerful individual or group exercises, thereby providing opportunities for personal participation in real situations. During these exercises, you discover that you can quickly do what you are learning. This process makes the training fun-filled, fast-paced, challenging and empowering.

Pre & Post course assessments will be used to measure the effectiveness of this training.

COURSE CONTENTS

DAY 1- The “Why” of Strategy

  • KeyTopics:
    Introduction

    • How strategy has been traditionally thought about. How it has changed over time. Truths and myths. Studies and statistics.
    • Huge percentage of strategies fail. Why?
    • The dynamics of the business world compared to inert company structures

     The strategy process

    • Why it’s important to have a process to follow
    • Making strategy live – the strategy playbook

    Finding your organisation’s why

      • The limitations of mission and vision statements
      • Why clarity of purpose is the best foundation for strategy
      • Lessons from different types of organisation
      • Practical exercise: how, what and why

DAY 2 - Aligning Strategy To Customer Value

  • KeyTopics:
    Customer Outcomes

    • Who are our customers and what do they really want?
    • What business are we truly in?
    • Understanding the principles of customer innovation

     The value disciplines approach

    • Customer intimacy versus product leadership versus operational excellence
    • Why you have to choose!

    Mapping the strategy

    • Customer intimacy versus product leadership versus operational excellence
    • Why you have to choose!

    Mapping the strategy

    • Concepts driving Blue Ocean strategy – advantages and limitations
    • Understanding the Outcome-driven Strategy Canvas

DAY 3 - Practical Implications of Strategy Implementation

  • KeyTopics:
    Competitive landscape

    • Who are our current competitors?
    • Who are our future competitors?
    • Disruptive competition – myths and realities

     Current capability

    • How to use the “voice of the customer” to establish current capability
    • Understanding the Organisational Readiness Competency Assessment

    The basis of change

    • Determining core capabilities
    • Determining new capabilities
    • Option evaluation

    Strategic trajectory

    • Introducing the concept of “trajectory” and how it applies to strategy
    • Current and future internal and external forces

DAY 4 - Managing Change To Deliver Customer Value

  • KeyTopics:
    Stakeholder management

    • Why traditional approaches don’t work
    • the different types of stakeholders:
      • Societal (includes regulators)
      • Owners
      • Employees
      • Customers
      • Suppliers

     Outcome-driven change blueprint

    • Understanding outcome-based thinking and its application to strategy
    • Understand how outcome-driven innovation creates competitive superiority

    The “unbalanced scorecard”

    • Building on Kaplan and Norton’s work to create a customer-centric scorecard that aligns strategy to the customer to process to people to technology

    Business planning

    • How to build a business plan that’s powerful, innovative, outcome aligned, easy to understand and drives change

DAY 5 - Effective Strategy Implementation

  • KeyTopics:
    Building capability into the organisation

    • The “learning organisation”
    • FAST leadership
    • Engaged and productive people

    Consolidating thinking, methods and techniques

    • The Strategy Playbook
    • Recap key lessons learned

Search a Course