Why Is CXM Important and What Is the Goal of this Training?
Customer Experience Management has become a growing trend over the last 10 years and its importance increases day by day. The most important reason for this is that companies feel the need to differentiate themselves, because today, the features and qualities of competing products have started to be very similar to each other, and at this point, Customer Experience Management has become a very important tool in terms of differentiating yourself from your competitors and gaining competitive advantage. By prioritizing your customers' experiences and making today's technology more efficient for this, you can create profitable scenarios for both yourself and your customers.
Basic steps to be taken for Customer Experience:
Understanding customers and their requests better,
Developing retention strategies by strengthening customer loyalty,
Developing and maintaining competitive advantage,
Measuring the success of initiatives and evaluating feedback efficiently
This training aims to implement Customer Experience Management correctly and effectively and to transform it into a tool that will provide competitive advantage.
Training Style
The selected cases and examples are compiled from real events that Uğurlu has personally encountered or observed throughout his 30-year business career.
The focus is primarily on practical and everyday business scenarios that participants may encounter.
The cases/examples are adapted to the sector of the related company that will get the training.
Duration of Training and Number of Participants
The training is provided in 4 modules and the training duration of each module is 1 day.
It is recommended to take Module 1 and Module 2 trainings together.
Modules can be modified according to the needs of the companies.
In order to ensure the quality and effectiveness of the training, the number of participants should not exceed 20 people.
Preliminary
General Information About the Company and Its Sector
Company Position in the Market and Comparison Data, Especially About Performance and Applications
Information about the most frequently received requests and complaints from customers
Module 1: What is the “CXM” Concept and How to Achieve and Maintain “Customer Loyalty” Within the Framework of This Concept?
Module 2: To raise awareness on how the meaning of Customer and Complaint has changed through the eyes of “CXM” and to increase Customer Complaint Management Competence accordingly.
Module 3: How to review existing applications and processes, identify deficiencies and needs, and create changes/new processes with the "CXM" approach in practice?
Module 4: Increasing competence on how to measure satisfaction from a "Customer Experience" perspective, which tools should be used at which stages, and how to effectively monitor the results.
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