About Flevy Executive Learning
Flevy Executive Learning is a series of online management education programs. We help leaders of tomorrow—i.e. those on track to the C-suite in the next 1-5 years—accelerate their career growth to become successful business executives. The focus of each program is on execution, implementation, and application—not on theory. All programs are led by former executives who have "done it" before. Each program is comprised of both Learning & Application (L&A) lectures and Q&A discussion sessions; and will draw extensively from the instructor's real-world experience as a business executive.
About Our Program: The Essence of Strategic CRM (SCRM)
Just measuring Customer Satisfaction does little to promote the cause of establishing, let alone, maintaining exceptional relationships with customers. These activities, such as handling (not "managing") complaints, measuring Customer Satisfaction (which does not go far enough nor is it done the correct way many times), just become islands of customer information—the usefulness of which is diminished by the organization's approach. Any decisions made are guaranteed to be sub-optimal from a holistic or total organizational perspective.
What is required to get it right is a "Strategic Customer Relationship Management System" with all the critical components properly integrated together—starting right at the top of the house with the culture of the organization. The culture of an organization is like the soil. We can't expect to grow a good crop of anything by planting on rocks or infertile soil. The culture also can be the greatest enabler or inhibitor of overall organizational success. A customer-focused culture is a critical success factor for long-term organizational success. This fact evolves from many interviews with CEO's of major organizations in Western Europe, such as Hewlett-Packard, Bombardier, and many more.
This program explains the essence of Strategic CRM.
Module 1: A More In-Depth View of a True Customer Relationship Management System
This first module reveals the critical components of a true CRM system. These 2 sessions will act as a diagnostic tool to check your current approach to find opportunities for improvement!
Module 2: Defining and Creating a Customer-Focused Culture
This module focuses on the topic of Leadership and the requirements Leadership must meet to achieve and maintain.
Module 3: An Introduction to a Truly Innovative Approach to Cultural Change
In this approach approach to cultural changes, we learn to through the eyes of a frontline employee.
Dr. Ted Marra is a strategic facilitator, organizational mentor, and writer. He has consulted with over 160 organizations in 40 countries during the past 44 years and has guided transformation initiatives in some of the world's most prominent companies, such as Xerox, Shell, IBM, Royal Bank of Scotland Group, Johnson & Johnson, DuPont, Electrolux as well as government agencies, SMEs, and NGOs. He has led business turnarounds, launched new businesses, and helped SMEs double in size and move from a local to global market reach.
Ted has also lectured in MBA/EMBA programs at universities in Boston, Detroit, the UK, Switzerland, and Croatia.
Ted was also Senior Policy Advisor for President Reagan and has held management positions with such organizations as General Motors and Goodyear, as well as owning and operating two consulting companies—MQI in Boston and The Centre for Innovation Management Europe Ltd. in the U.K.
First, please login to your Flevy account below or register an account.
This is a 7-week program, beginning next Wednesday, April 3. There are 7 sessions in total, as tabulated below.
Each lecture will be approximately 30 minutes and pre-recorded. These lectures and all supporting materials (e.g. presentations, templates, whitepapers) will be made available for students through their Flevy accounts on the morning of the session day. Students also have an opportunity to submit questions for the instructor to answer. The Q&A session will be 30-60 minutes (depending on the questions asked) and live. We will schedule one or more Q&A sessions to accommodate all the students in the program.
CURRICULUM & SCHEDULE
Students can also schedule private 45-min Executive Coaching / Strategic Advisory Support session with the instructor, Dr. Ted Marra, at $149 per session. |
INCLUDED FOR STUDENTS
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