Description of the Session
Date of the Workshop : 30th March, 4th & 6th April, 2025
Mode of the Workshop : Online
Timings: 07:00 p.m. – 09:00 p.m. (IST)
Managing the Customer Experience to Ensure Profitability
From: ₹1,299.00
Last Date of Registration : 27th March, 2025
Register before 20th March 2025 to avail an Early Bird Discount
Students: ₹ 1299 + GST
Faculty : ₹ 1499 + GST
Industry : ₹ 1999 + GST
For International participants click on the link to register: https://rzp.io/rzp/jTIrXRA
- Description of the Session
- Profile of the Instructor
- Session Details
- Intended Audience
- Fees for the Workshop
- Reviews (0)
Profile of the Instructor
Prof. Deva Rangarajan, is a Professor of Marketing at IESEG School of Management in France. His main areas of research include B2B Industrial Marketing, Sales Force Management, Sales Enablement, Customer Success Management, and Customer Education in B2B contexts. He is particularly interested in how customer-facing roles are being transformed by digital technologies. He has worked closely with many companies to consult and deliver, customized programs. The list of multinational companies he has worked with include Yanmar, Epiroc, ArcelorMittal, Atlas Copco, Schneider Electric, Siemens, Philips, Johnson and Johnson, Medtronic, Bostik, Johnson Controls, Doosan, Bekaert, AGC, SWIFT, Vesuvius, Milliken, etc.
Session Details
Session 1 – Customer Experience Management
Overview:
The purpose of this course is to equip participants with the building blocks of customer experience management. Participants in the program will be exposed to topics like understanding the experiential needs of the customer, creating the relevant offering and experiential platform to meet the needs of the customer, developing a strong brand promise, and delivering on the experiential promise to the customers.
Session Objectives:
- Customer Experience Building Blocks
- Understanding experiential needs of the customers
- Developing the experiential platform
- Developing the experiential brand promise
- Delivering excellent experience
Session 2 – Go to Market Strategy
Overview:
The purpose of this course is to equip participants with the building blocks of a customer centric go to market strategy process. Participants in the program will be exposed to topics like the customer centric sales process, understanding the basics of the customer portfolio analysis, deciding on the right go to market options. Participants will also hear about concepts such as channel design and channel management and why it is critical to have an effective and efficient go to market strategy.
Session Objectives:
- Customer centric sales process
- Customer portfolio analysis
- Go to Market Options
- Basics of Channel Design
- Understanding essentials of Channel Management
Session 3 – Customer Centric Business Development
Overview:
The purpose of this course is to equip participants with the building blocks of customer centricity and what it means for the business development specialists, marketing and sales professionals. Specifically, we will be discussing the importance of doing an effective customer segmentation based on solution-market fit. Multiple customer stakeholder mapping and identifying customer painpoints along the buying journey will be emphasized along with developing customized value propositions. The second part of the course will be about creating relevant go to-market strategies and pricing to capture value.
Session Objectives:
- Understanding customer centricity and the duality of value- Value for the customer and Value of the Customer
- Customer Journey Mapping and Customer Stakeholder Identification
- Developing Customer Centric Value Propositions
- Mapping Go-to-Market Strategies
- Value Capture
Intended Audience
- Students, Research Scholars and Practitioner
- Students: Undergraduate, Post-graduate or Doctoral students in Business Management, Marketing, Sales, Retailing.
- Curious Learners: Those who are curious, enjoy exploration and are passionate about shopping as an activity
- Individuals who are responsible for customer experience management
- Entrepreneurs and commercial leaders including Marketing and Sales
- Customer service and Sales professionals who are responsible for Customer Interactions and experience delivery
- Marketing professionals
Fees for the Workshop
Register before 20th March 2025 to avail an Early Bird Discount
Students: ₹ 1299 + GST
Faculty : ₹ 1499 + GST
Industry : ₹ 1999 + GST
Regular Registration (21st – 27th March):
Students: ₹ 1499 + GST
Faculty : ₹ 1699 + GST
Industry : ₹ 2499 + GST
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