Total Customer Focus
Changing relationships with customers where it matters most
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
When: Week of Oct 24, 2016
2-Day Application Workshop [Download the Agenda]
When: Nov 1-2, 2016 (9am - 5pm)
Where: One Broadway, Cambridge, MA, United States
* Lunch is provided
A Peer Collaboration Community is established for follow-through and embedding
When: Week of Dec 5, 2016
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:
Global Partners, Inc. 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:
If you are interested in learning more about transforming your organization through improving relationships with your clients, learn more about Trusted Business Partners.
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:
Firing people up with extensive application they can’t wait to try;
Supporting people in the field to overcome barriers and embed behaviors; and
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.
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:
If you are interested in transforming your organization into a Trusted Business Partner through training that is behavior changing, learn more about our solutions.