Corporate Training

Workshop Details

This Master Class is for senior management who wish to rethink and reshape their business models. Over two full days, we will walk you through the key components for developing physician-empowered and patient-centred strategies that will pave the way for customer excellence and business performance.

DAY 1

Module 1

· Key components of a customer-centric strategy
· The 5 Ps that drive performance
· Framework to assess your organization’s level of customer-centricity

Module 2

· A proven 5-step methodology to transform your business practices
· Customer segmentation techniques that re-define your markets and improve business outcomes
· Segments Portfolio Management

DAY 2

Module 3

· Customer interactions components that create values
· Evidence-based multichannel engagement strategies
· Framework for designing and customizing physician and patient experiences

Module 4

· Change management – onboarding and building capabilities
· The 4 pillars to organizational success
· Identify pilots for proof of concept

Course Leader

Dr. Candice Chee DBA, MA, PMC, ACTA, CRMA
Managing Partner, MetaCore Asia

An analytical, sharp and action-oriented management consultant who has contributed significantly to several Fortune 500 and Multi-National Companies in their pursuits for Customer Excellence in Asia. Experienced in Pharmaceutical, Health Care, Financial, Consumer Goods and Services sectors, B2B and B2C markets, with achievements in remodelling product-focused business practices to customer-centric best practices.

Self-driven, resourceful and a natural marketer capable of leading teams towards finding solutions to tough challenges and exceeding high standards. Candice holds a Degree in Doctorate of Business Administration and her research on using Word-Of-Mouth Communication to bring about Consumer Healthful Behavioural Changes in Singapore was awarded the Best Research Paper at the 2nd Annual Global Healthcare Conference in 2013. She is a certified Professional Management Consultant with the Singapore Business Advisors and Consultants Council (SBACC) , an ACTA qualified trainer by WDA and an International Partner of Global CEM (Global Customer Experience Management Organization).

Specialities:
B2C Marketing | B2B Marketing | Customer-centric Strategies | Customer Experience Management (CEM) | Loyalty Marketing | Customer Relationship Management (CRM) | Voice-of-Customer Research | Capabilities Building | Consultative Training | Managerial Coaching

Executive Coaching on Change Management

This is tailored for aspiring managers who need to lead change in their companies and effectively diagnose and solve business issues. This highly interactive coaching session is provided in small group over two days for the purpose of equipping executives with the concepts, methodologies and tools for organisational transformation.

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

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 5-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 10Cs 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

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 organisation.

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

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 analyse 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.

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 5-step methodology
• Framework for designing a customer experience plan

DAY 2

Module 3

• Customer interactions gap analysis
• Touch point analysis
• Moment/Journey Mapping technique

Module 4

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