Corporate Training

Corporate Coaching & Training

Change management is a process just as implementing customer-centric strategy is a journey. To equip the management team with the knowledge, methodologies and skills that are needed to sustain the new business strategy, we offer highly customized and consultative training. Find out more by clicking on the workshops below.

+ - Executive Coaching

Executive Coaching

This is tailored for aspiring managers who need to lead change in the organisations and effectively diagnose and solve business issues. This highly interactive coaching is provided over an extended period for the purpose of equipping, enabling and empowerment.

Analysis & Diagnosis 

Consulting Basics & Client’s Management
* Understand Performance issues
* Organisational assessment tools
* Gaps & opportunities analyses
* Capabilities & competencies mapping

Engagement & Treatment 

Problem Solving & Team Effectiveness  
​* Interpreting findings
​* Involving people in decision making
​* Assembling a performance-driven team
* Enablement

Catalysing & Coaching

Strategic Planning & Organisational Change 
* Catalyse and facilitate change
​* Implement performance measurement
* Training & Coaching
​*Roadmap & milestones

+ - Customer Strategies Development

Workshop Objectives

Grounded in the social exchange theory, research and business results have shown Customer Relationship Management to be a powerful concept in influencing consumers’ attitudes, buying behaviors and choice. Commonly defined as ‘all marketing directed towards establishing, developing, and maintaining successful relational exchanges with the customer’, customer-centric marketing is capable of helping companies transform from a transactional and product-focused business model to a more relational and people-oriented practice.This highly interactive workshop is designed to bring senior managers through a developmental process to conceptualize a Customer-centric strategy using well-grounded theories and concepts proven by best practice firms.

This workshop will bring participants through:
* An overview of what a customer-driven strategy entails
* The process to understanding and serving the customers’ needs better
* The steps to transforming from a product-focused Sales & Marketing
practice to a more customer-centric one
* A framework to develop existing customers that will build strategic
and trusted relationships
* Case study and best practice discussions
* Quick start ideas on how to embark on this change process.

DAY 1

Module 1

· Difference between product-centric and customer-centric business practices

· The 5 Ps that drive performance

· Key components of a customer-centric strategy

· A framework to assess how customer-centric your organization is

Module 2

· A proven 4-step methodology

· Identifying the ideal customer value

· Customer segmentation techniques

· How to develop and grow your customers

DAY 2

Module 3

· Customer interactions that create value

· Managing your customers across their cycle and life stages

· A 7Cs framework and customer experience design techniques

· Mass customization techniques

Module 4

· The scope of change management

· The 4 pillars to organizational success

· Metrics for evaluating the success of your customer-centric initiatives

· How to get started

+ - Customer Segmentation Strategies

Workshop Objectives

Market segmentation is the process of defining and subdividing a large homogenous market into distinctly identifiable sub-groups with similar characteristics, needs, wants or behaviors. How you segment your market affects how you define your business and competitions.

Our interactive discussions will enable participants to:

* Understand the urgency for customer segmentation
* Acquire the knowledge of a myriad of segmentation strategies
* Learn about the segmentation process
* Discover how to re-define market to enhance revenue streams
* Use segmentation strategy to keep and grow customers
* Learn from best practice firms and peers from cross industries on how to serve
customers more effectively and profitably
* Receive frameworks for self-assessment and quick start ideas to embark on the
segmentation strategy in the organization.

Also available: Corporate Consulting, Managerial Workshop &  Executive Coaching

DAY 1 
Module 1

  • Drivers & benefits of customer segmentation
  • Difference between product-centric and customer-centric
  • Different levels of customer-centricity and their effects on segmentation

Module 2

  • Definition of segmentation
  • Market Mapping: Macro-segmentation
  • Segment assessments and segmentation process

DAY 2
Module 3

  • Customer Mapping: Micro-segmentation
  • Segmentation Variables: Business & Consumer Markets
  • Segment of One

Module 4

  • Segments Portfolio Management
  • Change Management
  • Business Planning

+ - Customer Experience Design

Workshop Objectives

Senior managers will benefit from a strategic appreciation of the scope, methodology and techniques on how to design a Customer Experience Management (CEM) Plan that builds loyalty and advocacy.

Key topics covered include:

* How to analyze touch-points gaps and opportunities.
* Identify relevant customer value propositions for each customer management
processes.
* Manage customers’ cycle stages and life stages for business excellence.

Our workshop leader will endeavour to:

* Equip senior managers with the framework and methodology for developing and managing a CEM plan.
* Enhance their knowledge on how to fine-tune their existing customer experience initiatives for more successful business outcomes.
* Work with them to apply the concepts and tools to address pressing needs in their organisations.

Also available: Corporate Consulting, Managerial Workshop & Executive Coaching

DAY 1
Module 1
* Definition of customer experience (CEM); concept, drivers & benefits of customer-centricity
* The 8 Ps to customer-centricity
* Customer management processes

Module 2
* Customer value propositions and VOC
* A proven 4-step methodology
* Framework for designing a customer experience plan

DAY 2
Module 3
* Customer interactions gap analysis
* Touch point analysis
* MomentMapping technique (by Beyond Philosophy)

Module 4
* The 10Cs of customer experience
* Customer experience mapping across customer cycle stages and life stages
* Change management implications

WHAT PAST PARTICIPANTS SAY

·  The consultant is very attentive to the participants’ questions and opinions. She is able to give interesting suggestions to improve on our traditional business practices.

·  Good personality & good presentation skills. Her explanation was easy to understand.

·  I am able to bring the concepts to implementation plans.

·  It helps me to re-think and sharpen the existing strategy.

·  I learnt several new segmentation techniques.

·  I have a new perspective to evaluating customer value!

·  The use of VOC to identify the real needs of the customers is very good!

·  Good case sharing on best practices.

·  The CRM techniques and strategies are very useful and practical.

·  It is a very useful course and opens up ideas!

·  This program is a refresher.

·  I like the case studies of real companies and issues.

·  Informative methodologies & strategies.

·  Topics discussed and experiences shared can be applied to our businesses &
   programs.

·  Overall framework can be adopted in the real business.