Download The Soft Copy of The Presentation From :
http://community.mile.org/index.php/d...
http://blog.mile.org/the-7-deadly-sin...
Relevant Webinar on Customer Centricity by Dr. Kamel Jedidi of Columbia Business School : https://www.youtube.com/watch?v=bQpka...
Today organisations are walking away from often times millions of dollars in business because management is blind to what creates success for their organisation as it relates to effectively managing the relationship with their customers - business or consumer.How much are you willing to lose in your organisation by not doing it right?
After working with organisations around the globe for 39 years, there are a number of "blind spots" that become obvious where management just does not get it right.Learn what those are and how to correct them in your business to ensure greater long-term profitable growth, loyalty and competitive advantage through differentiation.
To gain an understanding of the reasons why organisations under-perform when it comes to their customers
Identify these "7 deadly sins of customer management" in your organisation and the degree to which they exist currently by
Understanding the "real" requirements of a customer focused organisation - what you must do in all aspects of your organisation to align with the customer from leadership to process to performance measurement and more
Knowing why the concept o "value" needs is one of your critical success factors for achieving competitive advantage, long-term sustainability and building secure relationships with customers
Learning about the 8 sources of "value" and the 8 sources of "innovation"
Mapping, asking the right questions and improving your customer experience in order to make the difference between winning and losing in the markets in which you compete
Digging deeper to understand you customers better than competition and knowing details about the three levels of understanding that are essential for building exceptional relationships with customers
Integrating your customer "sensing" system and the three most critical elements of that system and understanding the need for an infrastructure to act as a strategic focal point to ensure exceptional relationships are built and maintained with the customer segments and key accounts you want most
Assess yourself against each area discussed and make a note as to where you need to act to drive needed improvements in customer loyalty, market share and profitable growth
Gain insight into the best practice approaches your organisation should be using now with your customers whether B2B or B2C.
About the Speaker
Dr. Ted Marra
Managing Director
Centre for Innovation Managament Europe Ltd in the UK
An independent strategic facilitator, organisational mentor, lecturer, speaker and writer Zagreb, Croatia.
Dr. Ted Marra was President of MQI Consulting in Boston and Managing Director at Centre for Innovation Managament Europe Ltd in the UK. For the past 39 years he has focused on Strategic Leadership and Strategic Customer Management.
His expertise also spans HR, balanced scorecard/ performance measurement, six sigma/process management & improvement, organisational/cultural change, advanced data analysis and interpretation, and Baldrige Performance Excellence/EFQM Business Excellence.
Ted has worked in over 30 countries and with more than 150 organisations covering virtually every industry and sector. He has had clients such as IBM, Xerox, Shell, DuPont, Johnson and Johnson, Electrolux, VW, Cisco, Rolls Royce, Parco, Atlas Bank and many more as well as U.S. Department of Energy, Department of Defence (UK), the Red Cross and others. Nearly half of his clients have been outside the U.S.
He has also worked closely with a number of systems integrators, cloud computing and software development organisations.
During his 39 years of experience in business management, consulting and executive development he was active as a professor, adjunct professor and lecturer in MBA/EMBA programmes in the U.S. (primarily Detroit and Boston), Switzerland (4 universities) and the U.K. Currently he is Managing Director of Wisdom for Strategic Thinking, an organisation focused on sharing wisdom and insight based upon his many years of "hands-on" experience and reflection - a unique "think tank".
While working in Pakistan he was Chairman of the Young Social Reformers Group, working and encouraging young college age youth to become leaders of tomorrow.
The 7 Deadly Sins of Customer Management by Dr. Ted Marra | MILE Webinar | |
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| Education YouTube Video Editor View attributions | Upload TimePublished on 3 Jul 2013 |
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