*Introduction to customer centricity*Designing customer centric organization*Stages of customer focus*Link CRM strategies *Change Audit*Feedback & restrategize*Mapping customer’s journey*Customer Communication*Case study discussion
Learning Outcome: Differentiate customer service and customer centricity. Identify how to create a customer centric environment* Understand different customer styles and deal with them effectively * Drive a culture of customer service*Linking CRM strategies as a tool to bring the change.
Service Quality Staff / Management Staff / Relationship Managers / Key Account Managers / Client Service Managers
16 Online Virtual Hours.