Leading in the New Business Context
NEW fOr 2010
Duration
This programme will help you to get
• The internet and social networking: their impact on
2 days
to grips with the complexity of the
workforce behaviour, client relationships, learning,
Programme directors
changing business/work context driven by
knowledge management and innovation.
Simon Walker
factors such as globalisation, technology,
• Implications for organisations – what new demands
Sally Bibb
and opportunities are presented.
increased volatility, changing consumer
Dates and booking
behaviour and generational diversity.
Tel: +44 (0)1491 418 767
Programme benefits
gemma.kay@henley.com
It will explore the personal and organisational
• Confidence that you understand the key issues and
www.henley.com/open
leadership challenges and the opportunities that
their implications for you as a leader.
these changes create.
Fees
• De-mystify social computing, social networking,
£1,950
new business models and Generation Y.
Who is the programme for?
Prices include all
• Provides insight that will help your organisation
residential costs
Managers, leaders and HR professionals.
make the changes to get ahead of others in your
but exclude VAT
sector.
Programme content
• Helps create the environment where your
• Changing business models and how they affect
Generation Y workforce can thrive.
your leadership and organisation.
• The changing workforce and consumer base
Learning process
(Generation Y and Generation Z).
The programme will be a blend of expert
input, discussion groups, exercises and action
learning activities.
Achieving Excellence in
Strategic Customer Management
Duration
To achieve excellence in customer
Programme benefits
2 days
management an organisation must
The programme will detail the latest tools and
Programme director
become truly customer-centric. techniques involved in strategic customer
Professor Moira Clark
It must strive to understand the factors that affect
management while highlighting the challenges that
Dates and booking
a customer’s experience of the organisation and its
companies are facing in managing their customers.
Tel: +44 (0)1491 418 767
products and seek genuine, original insights into the It will demonstrate the customer relationship
gemma.kay@henley.com
needs and behaviours of those customers. initiatives that deliver genuine competitive
www.henley.com/open
advantage, help companies appreciate how customer
Fees Who is the programme for?
relationships are an organisation-wide issue, and
£1,950
show how to engage every employee in customer-
Senior executives involved in marketing, operations,
Prices include all
centric thinking.
customer management and customer-related IT, keen
residential costs
to fundamentally re-address how their organisations
but exclude VAT
respond to and engage with customers.
Learning process
A combination of expert input, discussions and
Programme content
participative exercises. Delegates will also have the
opportunity to work on their own company issues.
The programme discusses how to establish the
type of customer management that enhances an
organisation’s relationships with its customers, and ‘I genuinely felt this was an excellent
introduces new approaches to segmenting customers
programme. Time well spent!’
and serving them most effectively.
Julie Stothard Customer Service Manager
24 LeasePlan UK Ltd
Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40