Companies have been trying to adopt customer centricity for nearly 20 years now. Statistics show that only 14% of marketers say that customer centricity is a hallmark of their companies, and only 11% believe their customers would agree with that characterization. Why do so many companies struggle to get customer centricity right? 

The most common, and perhaps the greatest, barrier to customer centricity is the lack of a customer-centric organizational culture. At most companies the culture remains product-focused or sales-driven, or customer centricity is considered a priority only for certain functions such as marketing. To successfully implement a customer-centric strategy and operating model, a company must have a culture that aligns with them — and leaders who deliberately cultivate the necessary mindset and values in their employees.

 

In this seven modules Customer Centric programme, you will learn essential techniques used to better understand the needs and wants of your customer. You will be equipped with tools to build a customer focused team. The course covers essential strategies used in customer relations management and gives you a better understanding of how your organization can add value to your customer. The principles learnt will help you stay ahead of your competitors and keep your business flourishing. The seven modules covered in this very detailed programme are:

 

• Customer Service Excellence

• Consumer Communication 

• Managing Difficult Customers

• Customer Centric Selling 

• Attributes of Selling 

• Marketing Basics 

• Presentation Skills