THE CUSTOMER-FOCUSED ORGANISATION

THE CUSTOMER – FOCUSED ORGANIZATION

Organizations that focus on their customers consistently out- perform their competitors.
This course will expose participants to a clear definition of their customer focus, marketing strategy, and the organization’s design to support the strategy and various change methods.

CONTENT

  • Customer relationship management(CRM) and its evolution
  • Achieving and sustaining customer- focused organization
  • Goals and aspect of a CRM strategy
  • CRM value pyramid and CRM components
  • CRM drivers and changing role of CRM
  • CRM solutions map: marketing solutions
  • CRM solutions map: sales solutions
  • CRM solutions map: services
  • CRM solutions map: analytics
  • Obstacles in CRM success
  • Internet’s influence on CRM

Who should attend

Middle age – and senior-level managers from marketing, finance, e- commerce, sales, operations, strategic-planning and general management areas

Location

Lagos   Duration
 JUNE 30- JULY 4, 2014 AND NOV 30 – DEC 4, 2015  5 days

Fee

N80, 000