Client Centricity (NL)
What is Client Centricity
“We have to put the customer first” is a frequently heard statement, but what does that really mean? If we ask you about your positive or negative experiences as a client of an organization, you can count on having enough to say! In the ‘customer centricity’ training, we focus on that and with your customer experience we look for what client centricity really means and how you make its effects visible. You learn from Lean, Agile and Design Thinking what the effects of your work are on the customer. You investigate who your client is and you get the tools to work ‘customer centric’. Customer centricity starts with you but does not end there. We look at what an organization can do to become client centric and you learn from organizations that have elevated customer centricity to art.
Our trainers bring a wealth of practical experience to the theoretical concepts, offering real-world insights and best practices. This training will deepen your understanding of customer centricity and demonstrate how to make its impact visible in your work. You’ll learn to view your tasks from the customer’s perspective and acquire tools and methods that you can apply immediately. Furthermore, you’ll explore how organizations can implement customer-centric strategies and processes, learning from those who have perfected this approach.
Who should attend Client Centricity
- Customer Service Representatives: Enhance your skills in understanding and addressing customer needs effectively.
- Product Managers: Gain insights into designing products that meet customer expectations and improve satisfaction.
- Business Analysts: Understand customer data and use it to drive business decisions.
- Project Managers: Ensure your projects align with customer needs and deliver value.
- Consultants: Provide better advice to clients by understanding their customer-centric challenges.
- IT Professionals: Develop systems and solutions that enhance the customer experience.
Prerequisites
No specific prerequisites are required, but a basic understanding of customer service principles and business operations is beneficial.
Objectives
At the end of the training you will be able to:
- Analyze the impact of your work on customer satisfaction.
- Apply Lean, Agile, and Design Thinking principles to enhance customer experience.
- Identify and understand your target customers.
- Implement strategies to foster a customer-centric culture in your organization.
- Evaluate and learn from organizations that excel in customer centricity.
e-CF competences with this course
- A.10. User Experience
- A.5. Architecture Design
- A.6. Application Design
- A.9. Innovating
- B.1. Application Development
- B.3. Testing
- B.4. Solution Deployment
- C.1. User Support
- C.2. Change Support
- C.3. Service Delivery
- C.4. Problem Management
- D.3. Education and Training Provision
- D.5. Sales Development
- D.6. Digital Marketing
- D.8. Contract Management
- E.4. Relationship Management
Classroom, online, blended and in-company
At Capgemini Academy you learn in the way that suits you. Do you prefer classroom training, online or a combination of the two (blended)? You can follow most training courses in-company: within your own organization. We use a variety of tools to make learning even more fun and effective. Consider videos, games, quizzes, webinars and case studies, for example. And you can always contact your trainer with any questions.
In-company training courses
With an in-company training you have several advantages:
- You choose the location.
- You train with your colleagues, ensuring it aligns with your practice.
- The trainer tailors explanations, examples and assignments to your organization.
- In consultation, exercises can be adapted to organization-specific questions.
Request more information or a quote.
