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User Adoption
Academy Training
Geoff Ables, MCT
Author, Advisor, Managing Partner
C5 Insight
.jpg "Tricia Desso-Cox, MM, Six Sigma Green Belt, Microsoft Surestep photo")
Tricia Desso-Cox, MM, Six Sigma Green Belt, Microsoft Surestep
Managing Director
C5 Insight
Define Your CRM Strategy in 2 Days - Attend 1 session or all 4 (Part 1 of 4)
Learn how to build customer personas, chart journey maps, and deliver innovative experiences.
In this session you will learn to define customer personas, segment customers, develop journey maps, identify opportunities to improve the experience, and innovative thinking for tying together your sales, marketing and customer care processes.
Attendees will work collaboratively and individually on exercises to learn the fundamentals of persona definition, journey mapping and customer experience brainstorming. You'll take home a workbook, worksheets and a journey mapping framework.
You'll take away a practical approach for developing your own personas and journey maps.
Learning Objectives:
• Understand how to define and segment customer personas to create better experiences
• Templates and worksheets for creating your own personas and journey maps
• Know the counter-intuitive way to prioritize improvements to radically drive up loyalty and engagement
Audience/Level:
This is a non-technical session appropriate for business executives, managers, project managers and business-focused CRM administrators. Portions of this session focus heavily on strategic planning, and the marketing, sales and customer-care experience.