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Total Customer Focus: Public Program - United States, MA - Apr 2018

Global Partners LLC

Tuesday, April 3, 2018 at 9:00 AM - Wednesday, April 4, 2018 at 5:00 PM (EDT)

Total Customer Focus: Public Program - United States,...

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Registration Type Sales End Price Fee Quantity
Single Ticket Apr 3, 2018 $1,500.00 $0.00
Group Discount - Save $100   more info Apr 3, 2018 $1,400.00 $0.00

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Event Details

"Loved it. Excellent program that is absolutely required for individuals in contact with customers."


Total Customer Focus
Changing relationships with customers where it matters most

Download the Brochure

The business world is changing rapidly, especially for technology companies. The table below captures just a few of the shifts confronting customers and suppliers today.

Old World New World
Sales people determined how their offers addressed their customer needs - then convinced the customer Customers  decide precisely what their needs are, how they want them addressed and who they want to work with – all before involving suppliers 
Technical Service responded to customer requests quickly and completely Customers want Technical Service people to anticipate problems and propose solutions without being asked
Customers figured out on their own how to use technology to address their business issues Customers want help and support in how to apply new technology to achieve their business outcomes 
Customers bought products and services Customers want to buy results

Total Customer Focus is a program that provides participants with the skills and capabilities to change their relationships with customers and address the opportunities presented by the new world.

More than a Training Workshop
A Change Management Program

Most training workshops fail to deliver changes in skills and behavior that are sustained over the long-term. This is because the workshop is a single training event; there are no activities aimed at sustaining and supporting the participants after the workshop. Global Partners’ programs combine live workshops with virtual, web-based follow-through activities that ensure that new skills and behaviors are successfully embedded in the day-to-day thinking and activities of participants. In addition, highly realistic and memorable workshop case studies and exercises, as well as practical application tools engage participants and motivate them to start applying their new skills immediately

The TCF public program also provides participants with the opportunity to learn from each other about how to apply new techniques, skills and tools in different customer and company situations. This occurs during the workshop itself as well as in follow-up peer collaboration coaching webinars.

Pre workshop preparation activities cover
Week of April 26, 2018
Where: Virtual/Online

  • Background reading on Total Customer Focus
  • TCF Self-assessment
  • Preparation Assignments

2-Day Application Workshop
April 3-4, 2018 (9am - 5pm)
Where: Cambridge, MA, United States
* Lunch is provided 

  • Changing Relationships with Customers; Understanding why and how relationships are changing and how you can benefit from it
  • Making the three Key shifts in thinking and working; applying new skills and tools for each shift
    • Shift 1: Reactive to Proactive
    • Shift 2: Getting to the Real Issues
    • Shift 3: Achieving Win-Win Outcomes
  • Embedding New Skills and Behaviors; creating a strategy and action plan
    • Identifying opportunities for application
    • Overcoming personal barriers
    • Peer coaching and collaboration

A Peer Collaboration Community is established for follow-through and embedding

  • Webinar 1: Week of April 23, 2018
  • Webinar 2: Week of May 14, 2018
  • Webinar 3: Week of June 4, 2018

Where: Virtual/Online

  • Web coaching sessions with peers and GPI facilitators
  • Sharing best practices, challenges and success stories in applying new skills and behaviors
  • Personal case study
  • Results metrics

Who will benefit?

Total Customer Focus is for people working in Front-Line organizations in sales, account management, technical support and customer service who wish to acquire new skills and behaviors that enable them to change their relationships with customers and lead change in their own organizations.

As a result of this program, participants will be able to:


  • Go beyond addressing customers’ technical problems and help customers to achieve their targeted business outcome
  • Achieve win-win outcomes that meet customer requests while protecting your own company’s interests
  • Be proactive and take the lead in the relationships, shift from only satisfying your customer to building a Trusted Business Partner relationship
The program includes engaging and valuable preparation webinars and follow-up web coaching to embed new skills and behaviors.

Your Program Facilitator

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Paul has been a senior executive in consulting and industry for more than 20 years. He has worked with companies in the Americas, Europe and Asia. Together with the Global Partners team, he has designed and implemented programs in leadership, management development, sales and marketing, and project management across a range of industries, including pharmaceuticals, biotech, retail, chemicals, consumer products, electronics and high technology. Paul’s career began in finance and accounting and half of his professional life has been as a Finance Director and Chief Financial Officer for industrial, life sciences and global media companies.

Paul also leads Global Partners’ Community of Practice in Business Acumen, where he combines his diverse experience in the financial world with his consulting and training know-how to enable clients to improve their business results significantly and sustainably. Paul is a frequent conference speaker and published author on a number of areas, including Business Acumen, Lean Six Sigma and sales and marketing.

Paul is a graduate of Boston University and Babson College. He is passionate about people, Holland, music and travel.

Ask Paul a question on LinkedIn.

Have questions about Total Customer Focus: Public Program - United States, MA - Apr 2018? Contact Global Partners LLC

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When & Where

50 Milk Street
Boston, MA 02110

Tuesday, April 3, 2018 at 9:00 AM - Wednesday, April 4, 2018 at 5:00 PM (EDT)

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Global Partners LLC

Transforming Organizations into Trusted Business Partners

Global Partners is an international Consulting and Management Development firm that focuses on helping client organizations to grow their businesses worldwide.

Since our founding in 1990, our programs have been implemented in more than 40 countries and have been translated and adapted for multiple languages and cultures.

Global Partners helps clients differentiate in the field by developing Trusted Business Partner relationships with their customers. This means that their customers will see them as part of the team, resulting in unrivaled customer loyalty.

There are 3 conditions that need to be in place for this special Trusted Business Partner relationship to exist:

  1. Secure a Trusted position, because the customer will believe their success is the focus of the salesperson;
  2. Talk to the customer about their real Business challenges and bring something new to the discussion; and
  3. Propose solutions that address the customer’s real issues – just as a Partner does.

If you are interested in learning more about transforming your organization through improving relationships with your clients, learn more about Trusted Business Partners.

By Delivering Training that is Behavior Changing

Global Partners transforms organizations into Trusted Business Partners through training that is behavior changing. We don't make the criteria for training how much participants are going to learn. Instead, we make it training that will be remembered and applied – training that sticks. Our unique approach focuses on making training stick by:

  1. Firing people up with extensive application they can’t wait to try;

  2. Supporting people in the field to overcome barriers and embed behaviors; and

  3. Enabling Peer Collaboration to build a sustainable support network.

If you are interested in delivering training that is behavior changing, learn more about how to make training stick.

With Trusted Business Partner Solutions

Global Partners provides training in 3 areas that get organizations to move beyond traditional sales and account management practices to those of a Trusted Business Partner:

  1. Value Recognition: Getting your value recognized, and paid, to increase your profits;
  2. Total Customer Focus: Proactively focusing on your customer's real challenges to get the win-win relationship you deserve; and
  3. Strategic Account Alignment: Aligning your organization with your customer's objectives to win more business.

If you are interested in transforming your organization into a Trusted Business Partner through training that is behavior changing, learn more about our solutions.

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Total Customer Focus: Public Program - United States, MA - Apr 2018
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