training proposal ii

8/7/2019 Training Proposal II

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´Being Customer-Focused In the face of

Economic Downturnµ

(Customer-Centricity)

A 3-day Professional Development Workshop

20 ² 22 April, 2011

Time: 9.00a.m. daily

Venue:

Balogun Badejo & Co.·s Premises

24 Ilupeju By-Pass, Ilupeju, Lagos.

Workshop Fee: =N=84,000 per participant(Covers lunch, refreshment and course materials)

Balogun Badejo Consulting Limited(Human Resource and Management Consultants)



Over view

During the last several years, market leaders have realized that moving from product

centricity to customer centricity can create sustained value and a competitive advantage. To

get it right, you need a range of new business strategies, metrics and organizational

requirements.

The ´Customer Centricityµ program focuses on its key principles and is designed toexpose participants to best practices that have evolved in this field and explore ways to

integrate this discipline in the organization.

Transiting from product centricity to customer centricity requires more than just rewriting a

vision statement. Getting it right requires you to focus on developing strong relationships

with the right customers instead of purely developing and marketing the right products.

At the ´Customer Centricityµ workshop, executives will participate in interactive discussions

and lectures, and use case studies to learn practical tools that identify and improve

customer relationships for sustained value. The three-day program will allow the

participants to tackle topics such as investing in relationships, segmenting customers based

on profitability, customer-centric business metrics and designing effective loyalty programs.

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Learning Objectives

After attending this 3-day workshop, you should be able to :

develop tactics on how to invest in relationships

segment customers based on profitability and other criteria

design customer-loyalty programs

understand Customer-centric business metrics and applicationwithin your organization.

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Who Should Attend

Executives with at least three years of professional experience in:

General Management

Product Management

Marketing

Sales

Pricing

Account Management

Customer Relationship Management

Customer service or other customer-interfacing roles.

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Benefits of the Programme

Know how to invest in customer relationships that will drive shareholder value for the

organization

Have acquired skill on practical methods for estimating the financial value of a

customer relationship

Know how to segment customers based on profitability and tailor products and

services to these segments

Have acquired knowledge on customer-centric business metrics, such as share-of-

wallet, churn, silent migration, and cost-per-acquisition, and their uses and misuses

Have discovered how to design effective loyalty programs that will measurably

improve customer retention

Know the principles of innovation and continuous learning, as well as the key

organizational building blocks to implement this discipline to drive customer loyalty

and growth.

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Workshop Schedule

Day 1 Day 2 Day 3

1. Customer RelationshipInvestments during

Economic Downturn.

2. Estimating financial value

of customer relationships.

3. Case Studies on

Customer Relationship

investments.

1. Customer-Centric Business

Metrics:

- Share-of-wallet - Cost-Per-Acquisition

- Silent Migration

2. Principles of Innovation

and Continuous Learning

to effect on overallcustomer loyalty and

growth.

3. Case Studies on

Customer-centric Business

Metrics.

1. Developing Customer-

loyalty programmes to

enhance customeracquisition and retention.

2. Case Studies on

Customer loyalty

development

programmes and theeffects on overall

shareholder value.

3. Case studies on General

Customer Service

Strategies.

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Faculty Members

Mr. P. O. Oluwi, FCCA, FCA, FCTI

Mr. M. O. Oladotun, FCCA, FCA, FCTI, FIMC, AIPM

Mr. J. O. Asaolu, FCA, FCTI, AMNIM

Mr. J. O. Obogwu, MBA, ACA, ACTI

Mr. E. U. Itodo, ACA, ACCA

Mr. ¶Lekan Badejo, B.Sc. PGD, AlnstSMM (London), arpa, AsCCI (USA)

Mr. O. F. Moyegun, B.Agric, PDCA

Mr. A. Adetuyi, FCA

Mr. Georgi Umunna, B.Sc., rpa, MBA

Mr. J. H. M. Tettehfio, FCA

Mrs. Ope Wemi Jones, B.Sc. MBA

Ms. Tina Egbuiwe (B.A., M.Sc (IRPM), CPP Master)

Mr. Femi Olaiya - B.Sc. PGD (Management), MBA.

N.B.

There are a lot more facilitators at our disposal.

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