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| Program Descriptions
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| Foundation Module (1-day)
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| Foundation Module will give you a strategic overview of how customer experience management is related and applied in your whole marketing cycle, from marketing, sales, service, advertising, branding, front-line operations to back-end support, with different tools and applications illustrated.
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| Program Modules
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- Customer Value
- Customer Insight
- Branded Customer Touch-points
- The Customer Experience Management Method
- Customer Experience Management Optimization
- Project
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| Learning Objectives
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- To find out who are your best (target) customers and their values
- To understand the real needs and the buying impulses of your target customers
- To design and map your own multi-channel customer touch-points
- To learn and apply the CEM method to design the best customer experience
- To optimize your CEM via alignment of business strategies, customers' needs and enterprise's capabilities
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| Foundation + Advanced Module (2-day)
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| Advanced Module will explain CEM tools and applications in further details, with different industry characteristics and platforms of applications elaborated in full. In-class exercise tailored to your company will be applied to help you work out your own customer experience map.
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| Program Modules
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- Customer Experience Management Strategy
- Customer Lifetime Value
- Emotions and Customer Loyalty
- Branded Customer Experience Management
- Customer Touch-point Design
(Retail / Call Center / Internet Choose Only ONE)
- Case Studies
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| Learning Objectives
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- To show how a CEM strategy is formulated and executed
- To apply relevant tools and applications for deploying CEM programs
- To learn different characteristics of specific applications platforms
- To understand how branded customer experience is going to impact and substantiate your brand
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| Who Should Attend
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- Department Heads of Marketing, Sales, Service, CRM, Advertising and Branding
- Department Heads in charge of Customer Experience Management or Brand Promotion
- Management Staff in Related Functional Units
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| When & Where
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Mainland China, Greater China Region or Asia Pacific Region
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| Language Medium
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Mandarin, Cantonese or English
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| Training Enquiry
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| Email: training@gccrm.com |
| Contact: Ms. Jennifer Xue |
| Tel: 8621.6351.2506 |
| Fax: 8621.6351.2501 |
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 Download Program PDF (Size: 436KB) |
