Course Overview
A well-structured Customer Acquisition & Retention Strategies pays a pivotal role in a successful business. New Customer acquisition is a crucial driver for businesses. Providing the right product/service with great experience will help you to increase the customer base. At the same time, customer retention is critical to consistent growth and financial planning. Effective strategic planning is essential to the future success of any organization. Effective strategy delivery creates a basis for sustained competitive differentiation coupled with simultaneous revenue, cost and service impact.
This Customer Acquisition & Retention Strategies Training Course provides Participants with the tools and techniques to create a powerful new approach to strategy in their organisations: one based on putting customer value at the centre. This Course focuses on strategic planning and how to implement it. You will not think about strategy in the same way ever again.
Course Duration
5 Days
Who Should Attend
Customer Acquisition & Retention Strategies Training Course is designed for senior managers, business unit managers, business strategists, developers of business plans, analysts and researchers supporting the development of business plans, all people required to contribute to and implement a customer-centric strategy
Course Level: FoundationCourse Objectives
By attending Customer Acquisition & Retention Strategies Training Course, Participants will learn a new process that they can introduce to their organisations along with easy-to-learn techniques:
- To define new but proven strategy approaches centred on customer outcomes
- To create and deliver against business planning that involves the whole organisation
- To provide an in-depth stakeholder engagement framework
- To highlight the process of effective implementation
- To provide insights into strategic planning problems to avoid
- To highlight examples of strategic success and failure
- To provide insights into productive contingency planning
Course Outline:
Module 1- The “Why” of Strategy
Introduction
- How strategy has been traditionally thought about. How it has changed over time. Truths and myths. Studies and statistics.
- Huge percentage of strategies fail. Why?
- The dynamics of the business world compared to inert company structures
The strategy process
- Why it’s important to have a process to follow
- Making strategy live – the strategy playbook
Finding your organisation’s why
- The limitations of mission and vision statements
- Why clarity of purpose is the best foundation for strategy
- Lessons from different types of organisations
- Practical exercise: how, what and why
Module 2 - Aligning Strategy To Customer Value
Customer Outcomes
- Who are our customers and what do they really want?
- What business are we truly in?
- Understanding the principles of customer innovation
The value disciplines approach
- Customer intimacy versus product leadership versus operational excellence
- Why you have to choose!
Mapping the strategy
- Customer intimacy versus product leadership versus operational excellence
- Why you have to choose!
Mapping the strategy
- Concepts driving Blue Ocean strategy – advantages and limitations
- Understanding the Outcome-driven Strategy Canvas
Module 3 - Practical Implications of Strategy Implementation
Competitive landscape
- Who are our current competitors?
- Who are our future competitors?
- Disruptive competition – myths and realities
Current capability
- How to use the “voice of the customer” to establish current capability
- Understanding the Organisational Readiness Competency Assessment
The basis of change
- Determining core capabilities
- Determining new capabilities
- Option evaluation
Strategic trajectory
- Introducing the concept of “trajectory” and how it applies to strategy
- Current and future internal and external forces
Module 4 - Managing Change To Deliver Customer Value
Stakeholder management
- Why traditional approaches don’t work
- the different types of stakeholders:
- Societal (includes regulators)
- Owners
- Employees
- Customers
- Suppliers
Outcome-driven change blueprint
- Understanding outcome-based thinking and its application to strategy
- Understand how outcome-driven innovation creates competitive superiority
The “unbalanced scorecard”
- Building on Kaplan and Norton’s work to create a customer-centric scorecard that aligns strategy to the customer to process to people to technology
Business planning
- How to build a business plan that’s powerful, innovative, outcome aligned, easy to understand and drives change
Module 5 - Effective Strategy Implementation
Building capability into the organisation
- The “learning organisation”
- FAST leadership
- Engaged and productive people
Consolidating thinking, methods and techniques
- The Strategy Playbook
- Recap key lessons learned
