Excellence in Strategic Customer Management
Creating customer satisfaction
• Use multi-channel management strategies to
maximise customer experience of your organisation.
at every level is the key to
• Leverage IT to your strategic advantage in delivering
true competitive advantage
an excellent customer experience.
in a service-focused business.
• Empower your people to add value at every customer
touch point.
Delivering a customer
management strategy within your
Programme content
overall business process is critical
• Key foundations for a successful customer
Duration
management strategy.
3 days
to your success and profitability.
• Understanding the type of customer management
Dates, fees & booking
appropriate to your organisation.
www.henley.com/open
This programme focuses on the critical requirements
• Assessing customer profitability and lifetime value
+44 (0)1491 418 767
for an effective customer management strategy.
through new approaches to customer segmentation
exec@henley.com
Working alongside managers from other functions
and analysis.
you develop a common appreciation of what is
Programme Director
required to achieve success in customer management
• Practical guidelines for analytical segmentation and
Professor Moira Clark
(you may therefore find it helpful to attend with
implementing successful customer management
This programme other staff members). Aimed at both business-to-
strategies to improve your customers’ experience
is residential. business and business-to-consumer service-oriented
resulting in enhanced satisfaction ratings and
organisations, the programme is equally applicable to
improved profitability.
those embarking on a customer relationship strategy,
• Worldwide leading-edge best practice, maximising
as it is to those wanting to maximise the potential of
the customer interface and achieving competitive
their existing activities. The programme draws upon
advantage.
the most recent research from Henley’s Centre for
Customer Management and is therefore always at the
leading edge of the latest thinking and best practice
Is this programme for you?
in this field.
Senior managers and executives involved in
marketing, customer management, IT or operations
Programme benefits
functions attend the programme. Managers
• Know how to gain valuable customer insight into the
from other functions who wish to gain a greater
‘perfect’ customer experience, particularly in a multi-
understanding of customer management and its
channel environment.
impact on the business also attend.
• Know how to formulate and develop more effective Excellence in Strategic Customer Management
initiatives in strategic customer service excellence is not an IT-focused programme: the emphasis is
For more information,
in line with the requirements of the market in which on the management of customer relationships
on the Henley Centre for
you operate. within the overall business process.
Customer Management
• Appreciate the importance of organisational climate
and criteria for member-
and culture in successfully managing your internal
ship, please contact:
and external customer relationships – including the
Moira Clark critical linkages between employee behaviour and
moira.clark@
customer retention.
henley.reading.ac.uk • Action customer insight through best use of
Tel +44 (0)1491 571 454 your data.
‘I most liked the atmosphere (relaxed and open). The tutor (Moira) made it fun and
included everyone in the discussions. Excellent authentic examples of companies from
tutor’s experience and knowledge made it real.’
22 Clare Jones District Team Leader, Land Registry
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