Learning Objectives
- Examine how to drive profitability by improving the customer experience
- Understand how to align your organization to be more customer-centric
- Learn how to get started on the fundamentals of Customer Experience Management (CEM)
Program content
While most organizations focus on the 4 Ps of marketing, a focus on the customer will drive differentiation and profitability in the future. To graduate to the next level of success, companies must engage in Customer Experience Management (CEM) to identify areas of opportunity for improving the customer experience. CEM offers 'quick hits' for short-term business improvement. The first step to gaining insight into the customer is to understand your organization’s interactions with your customers.
If you are asking: “What are my customers telling us that we aren’t remembering?”; “What is our customers’ experience and how do we leverage insight to improve?” or “How do I get my company aligned around customers?”, then you need to gain an in-depth understanding of the current and future state of your customer’s experience. Attend this webcast to learn the fundaments of CEM and get started.
Participant level of understanding
This program is intended for participants with a basic or intermediate level of understanding on the topic.
Who Should Attend?
Executives, Directors, Managers and Analysts who want a better understanding of how the use of business intelligence, data warehousing and analytic applications can contribute to a company's success.
About Lane Michel
Lane Michel heads up Quaero’s focus on Marketing Performance Management. He and his team of highly experienced professionals bring a unique combination of business and consulting expertise to rethinking the way marketing organizations operate to deliver stellar results.
Lane has consulted to CEOs, CMOs, executive teams, and senior change leaders across a range of industries to gain maximum return on investments in business and marketing strategies, as well as to maximize growth in customer value and shareholder returns. His clients have been guided to embrace the newly emerging Marketing Performance Management (MPM) and Customer Relationship Management (CRM) discipline in marketing. He has driven thought leadership and speaks on topics that include marketing strategy, MPM, CRM, Return on CustomerSM and 1to1 Marketing from Peppers & Rogers Group, eCommerce and personalization, and the new role of Sales, Marketing, Service and Channels in driving greater shareholder returns.
Previously, Lane was Senior Partner and Managing Partner with Peppers & Rogers Group consulting company. Prior to that, he served with Hewlett-Packard for fifteen years, most recently as Director of Hewlett-Packard's successful 1to1 relationship marketing initiative, as well as Director of its worldwide marketing development. Lane began developing new organizational and marketing strategies based on relationship marketing concepts in 1993, as he led the re-engineering of Hewlett-Packard's worldwide marketing organization for its consulting business, where he was also Global Marketing Manager. He also held leadership positions at Hewlett-Packard in R&D, Marketing and Support. In addition to his years of experience in the management consulting and high technology industries, Lane has also held engineering or management positions in the government and entertainment industries. Since 1999, Lane has served on advisory and board positions in the technology, biotechnology and non-profit industries.
