Knowledge Valueä Series > Increasing Customer Value

To educate senior executives in the importance of increasing customer value by knowledge management techniques. At the end of this course, managers will have an appreciation of the need to focus on relationships between their company and its customers and suppliers.

Relationship knowledge driving relationship capital will be taught as the main reason for embarking on this course. Relationship drivers will be explained, as will the adoption of a balanced scorecard measurement system.

The impact of new technology will be explained with examples of newly offered systems.

- Introduction
- Knowledge management
- Relationship management
- The new value system
- Measurements
- Relationship management implementation
- Measurements
- Summary
- Questions

Senior managers who are challenged with the setting up of Customer Relationship Management (CRM) programs, CRM systems and processes to enhance customer value. Managers in charge of company hotlines, service departments, after sales service centres etc.

This half-day introductory session is taught with lectures, examples and practical exercises. All sessions are taught by an experienced Senior Consultant. Participants will receive a fully bound Participant Guide with graphic examples and a glossary.