Collaborative Learning Day

Co-creating retention, loyalty and profitability together with your customers

 
Registration and morning coffee will begin at 09:00 and the sessions will run from 09:30 – 15:00 with a break for morning refreshments and a networking lunch.
 
Led By: Graham Hill, Associate Partner, Strategyn

SESSION OBJECTIVES
The days when operators controlled how much value is created through the products and services offered are over. Today, partners like Apple have as much say over value creation as operators. Furthermore, customers are increasingly expected to be involved in value co-creation; customers now want to get involved in innovation, marketing sales and self-service. Operators are moving from CRM through CEM  to Customer Managed Relationships (CMR). If operators want to provide more profitable services they will have to “co-create” them together with customers. This interactive brainstorming and benchmarking day will provide delegates with the knowledge and simple tools (and some practice using them) to get started improving the co-creation of value together with customers the moment they get back to the office.

SESSION 1
Why you need to co-create value together with your customers

SESSION 2
From needs, wants and expectations to customer jobs-to-be done (including interactive exercise)

SESSION 3
From delivering value to customers to co-creating value with customers (including mini case study)

SESSION 4
From marketing, sales and service touch points to the end-to end customer experience (including exercise)

SESSION 5
From company push to sensing and responding to customers (including mini case study)

SESSION 6
Getting started co-creating value together with customers

About the day’s leader:
Graham Hill has worked at the forefront of customer-centric business thinking and doing for over 20 years with blue-chip management consultancies such as PricewaterHouseCoopers, OASiS Group and KPMG Consulting, and as an independent CRM consultant. He has broad experience of all aspects of customer-driven business in a variety of industries, including telecoms, energy, financial services, automotive and aviation, and in the public sector.
His current work is in the areas of customer lifecycle management, customer experience management, customer co-creation and building customer-centric organisations.
Graham is an Associate Partner at Strategyn, a Senior Associate at Nyras Capital, an Associate at DesignThinkers, an Associate at Optima Value and a Strategic Advisor to Loyalty Factory. He is also the resident Customer Value Management guru at CustomerThink, the leading independent CRM portal. His blog at CustomerThink has been voted one of the Top 10 CRM blogs for the last three years. It has been viewed more than 500,000 times. He also twitters frequently on customer-centric business issues.