Customer Blueprinting™ I - Communication Skills and Playing
Catch
Premise:
Strong communication skills are a critical and fundamental requirement
for working effectively with customers and contributing to success. The
first course in this series is intended to enable participants to develop
long term, collaborative relationships with customers through improved communication
skills.
Purpose:
To create and maintain productive communication with customers to facilitate
an open exchange of insight that will lead to more strategic collaboration
and increased business results.
Outcomes:
Participants will
- Learn the difference between pitching, catching and how to "Play
Catch" with customers for effective results
- Learn to avoid closing down communication inadvertently
- Learn to listen effectively
- Learn to determine when communication is closing
- Learn to create and maintain open communications with others
- Learn to identify and match behavioral styles
- Anticipate and address the balance of logic and emotion
- Learn primary communication preference types
- Learn to use various communicating and listening techniques
Learning:
How to
- Five common barriers to communication
- Empathetic listening
- Signs of closed communication
- Seven tactics to create and maintain open communication
- Representational Types of Communicators
- Tactics for Identifying and Interacting with each Type
- Balance of logic and emotion
- Establishing Rapport
Participants:
- Customer Marketers - Key Account Managers, Sales Managers,
Regional Managers, VPs of Sales and Marketing
- Expert Managers - Finance, Distribution, Customer
Service, Logistics, Operations, Marketing, Cross Functional Teams
Format:
- Facilitator presentation
and demonstration on new learning
- Individual and team-based workshops
- Templates provided as an initial guide
- Individual, team and group facilitated feedback
Endorsement:
Pre-Requisites:
Customer Blueprinting™ II - Understanding Customer
Decisions
Premise:
The more we know about our customers and the more we care about
the quality of their decisions, the more important it is to develop,
maintain and use a Customer Blueprint TM .
Purpose:
To create a document that thoroughly and completely depicts the Organizational
Design of our customer.
Outcomes:
Participants will
- Learn the importance of blueprinting their customers
- Learn how to create a Customer BlueprintT
- Learn who has a role in each decision
- Understand how decisions are driven from strategic plans
- Understand how to work with cross functional resources
- Learn to become an invaluable resource for your customers
Learning:
How to
- Work more effectively with all departments
- Make better use of customers' resources
- Establish closer partnerships with customers
- Overcome poor relationships
- Ensure that we are a valued supplier
- Involve the whole Customer Marketing Team
- Get the right information to the right people
- Resolve issues: policy, pricing, business practices, etc.
Participants:
- Customer Marketers - Key Account Managers, Sales Managers,
Regional Managers, VPs of Sales and Marketing
- Expert Managers - Finance, Distribution, Customer
Service, Logistics, Operations, Marketing, Cross Functional Customer Teams
Format:
- Facilitator presentation
and demonstration on new learning
- Individual and team-based workshops
- Templates provided as an initial guide
- Individual, team and group facilitated feedback
Endorsement:
Pre-Requisites:
Customer Blueprinting™ III - Influencing Customer Decisions
Premise:
Customers are making decisions all the time. We can influence their decisions
by having a thorough understanding of their issues and opportunities, and
of their decision-making process.
Purpose:
- To enable Customer Marketers to influence customers' decisions.
Outcomes:
- Learn to document past decisions
- Learn to use a Customer Blueprint TM to influence their
decisions
- Learn to identify customers' most important decisions
- Learn where new decisions are in their process
- Learn to influence their key decision makers
- Learn to influence our key decision makers
- Learn how the role and responsibility of each employee
influences decisions
- Learn to convert issues into opportunities
- Learn to conduct productive meetings and get decisions
Learning:
- Decision-Making processes
- Communication strategies and tactics
- Planning & call execution
- Conducting meetings with entry level staff and with
Presidents
- Orchestrating expert resources
Participants:
- Customer
Marketers - Key Account Managers, Sales Managers,
Regional Managers, VPs of Sales and Marketing
- Expert Managers - Finance, Distribution, Customer
Service, Logistics, Operations, Marketing, Cross Functional Customer
Teams
Format:
- Facilitator
presentation and demonstration on new learning
- Team-based workshops
- Templates used to assist in understanding & influencing
- Individual, team and group facilitated feedback
Endorsement:
Pre-Requisite:
- Customer Blueprinting™ I and II
Optimizing Blueprinting™ IV - Influencing Multiple Customer Decisions
Simultaneously / Multi-Functional Customer Business Development
Teams
Premise:
Customers are making many decisions at the same time. We can influence our
customers' decisions by having a thorough understanding of their issues and
opportunities.
Purpose:
To enable Customer Marketers to influence a number of customer
decisions simultaneously.
Outcomes:
- Learn to document multiple past decisions
- Learn to use a Customer BlueprintT to influence
multiple decisions at the same time
- Learn to prioritize customers' most important
decisions
- Learn where each decision is in their process
- Learn to influence their key decision makers
- Learn to influence our key decision makers
- Learn how the role and responsibility of each
employee influences various decisions
- Learn to convert multiple issues into many opportunities
- Learn to conduct a series of productive meetings
Learning:
- Decision-Making processes for multiple decisions
- Communication strategies and tactics on many decisions
- Planning & call execution
- Conducting meetings with entry level staff and
with Presidents
- Orchestrating expert resources
Participants:
- Cross
Functional Customer Business Development Teams
Format:
- Facilitator presentation and demonstration on new learning
- Team-based workshops
- Templates used to assist in understanding & influencing
- Individual, team and group facilitated feedback
Endorsement:
Pre-Requisite:
- Customer Blueprinting™ I, II and III
|
