Masterclass CRM & CX - Expert, Best Practice and Vendor Agnostic!
Customised In-House Course
Billions are invested in customer experience and supporting technologies. While paved with good intentions, the road often leads to disappointment, not profitable, loyal customers who enjoy your quality customer experience!
While customer and digital transformation programs hold great promise, they often fail to deliver sustainable financial returns on investment. Masterclass CRM & CX is an information intensive course that goes way beyond extolling "customer experience" benefits. Rather this two-day executive professional development seminar and workshop explores practical, ROI driven planning and implementation approaches that deliver measurable financial returns as well as promised customer experience benefits.
Who should attend?
This course is designed for business, marketing and customer focused personnel and not technologists! It provides practical, proven methodologies, framework, expertise and savvy around best practice customer experience and the strategies needed to achieve the quality standards needed.
Customised In-House Courses
Why is "customer transformation” (CX, CRM etc) high on business agendas
How does a transformation fit into the broader business strategy,
What are the key benefits provided by customer transformations?
Mistakes and blunders that have plagued others - and how to avoid them
Overview of international "customer transformation" industry and trends.
How does a customer transformation create sustainable competitive value?
How to identify/select the right technology stack?
How to profitably migrate from legacy to future state
What specific capabilities to look for, when evaluating, selecting & procuring.
Customer transformation planning, including readiness checklists, overcoming organisational roadblocks, project planning, and determining the right deployment sequence.
Key takeaways include a:
Clear understanding of customer transformation, its components/variations
Nine-building block framework to manage customer transformation initiative.
Structured approach to defining customer-impacting use cases
Checklist of technology functions needed
Fast track way to prioritise them to build stakeholder buy-in
Summary of technical issues, hurdles and considerations in customer program design and implementation
Toolkit of vendor evaluation and selection techniques (free to keep)
Our Course Feature Global Thinkers
Course Format: In-person with a maximum of twenty delegates per class. Instructor led, it incorporates private interviews with four international customer leaders. Fast paced, though delegates can question or explore material further with the instructor. All will receive a comprehensive workbook for notes and to capture ideas to use.
What will delegates leave with: A different mindset about customer programs; one of deep insights and practical skills to identify high potential customers and prospects and how to best nurture and maintain profitable relationships year after year. It's the science of CRM!
Course Fees Are Fully Inclusive and Comprise:
Three (3) pre-course tele conference consultations
Program customisation and review
Live, on-site, instructor led course
Print ready electronic workbook
Models, slide decks, templates and tools (electronic)
Instructors' travel, meals & accomodation expenses
Frequently Asked Questions
WHAT ARE THE BENEFITS & DIFFERENCES OF CUSTOMISED COURSES
Confidentiality: staff and instructor can openly discuss issues (yes we are happy to sign your non-disclosure agreement)
Material is relevant to your sector i.e. Local, State or Federal Government, Health, Education etc only.
Material specific to your current stages, challenges or issues.
WHAT LOCATIONS ARE OFFERED?
QCX Institutes' Customised Courses are offered throughout APAC Region
CATERING & REFRESHMENTS:
Our Customised In-house Courses typically break for morning and afternoon refreshments and a 30-minute luncheon. Provision of all catering and refreshments is the client’s responsibility and cost.
DO ATTENDEES GET A WORKBOOK OR COPY OF ELECTRONIC PRESENTATION?
Yes, after customisation, we prepare workbook artwork for you to print and bind for each delegate who attends.
HOW MANY CAN ATTEND?
Attendee numbers are unlimited and can include employees, contractors, vendors and others involved or impacted by your CRM or customer experience program of work. That said, class sizes of about twelve attendees typically produce the best learning environment and outcomes
WHAT FACILITIES AND EQUIPMENT DO WE NEED?
Our presenter requires a data projector and screen or television monitors with computer input capability. A large whiteboard or flip chart, is also needed. All venue, catering, technology and facility costs for Customised In-house Courses are the client’s responsibility. Our preferred layout is 'U' shaped for maximum interaction, although class room seating works well within limited space. If the audience is greater than fifteen attendees, a roving microphone and audio system is required. As the program is focussed on business issues, attendees do not require a computer.
CAN WE RECORD THE PROGRAM?
Customised In-house Courses feature highly interactive learning and hence some of their value is lost if a video recording is not well produced. That said, live streamlining or video recording rights can be negotiated.
ARE THERE SENIOR EXECUTIVE AND BOARD PRESENTATIONS VERSIONS AVAILABLE?
Our instructors are experienced speakers and communicators and frequently present “key issues, opportunities and threats” to senior executive teams and boards, both ‘pre-packaged’ and customised.
What Next?
Ensure your whole team is up to speed and on the same page!
Explore how an in-house customised course can meet your needs by booking a free half-hour consultation with the course instructor.