Centric B2B Company Customer Workshop

Introduction:

The Centric B2B Company Customer workshop is designed to provide businesses with the tools and insights necessary to successfully implement a customer-centric model within the B2B landscape. As customer expectations evolve, focusing on a customer-first approach has become crucial for sustaining long-term business relationships and driving growth. Participants will explore key concepts and strategies for becoming truly customer-centric.

This Centric B2B Company Customer workshop will introduce the theoretical foundation, explore what it means to be customer-centric in a B2B context and provide inspiring case studies. It will focus on practical group work, where participants will analyze real-world performance and develop actionable roadmaps. The workshop will conclude with presentations and discussions to cement the learning experience.

Targeted Groups:

• B2B Sales Professionals.
• Customer Relationship Managers.
• Business Development Teams.
• Marketing Managers in B2B.
• Account Executives.
• B2B Product Managers.
• Customer Success Teams.
• B2B Strategy and Operations Leaders.
• Business Analysts in B2B.
• Senior Leadership in B2B Companies.

Workshop Objectives:

At the end of this course, the participants will be able to:

• Understand the fundamentals of the customer-centric model in B2B.
• Learn how to transform a B2B business to be customer-centric.
• Analyze successful case studies of customer-centric B2B companies.
• Identify key drivers of customer satisfaction and loyalty in B2B.
• Develop skills to map the customer journey and touchpoints in B2B.
• Assess organizational performance from a customer-centric perspective.
• Collaborate in groups to create actionable customer-centric roadmaps.
• Present and discuss final implementation strategies with peers.
• Foster cross-functional approaches for improving customer engagement.
• Build long-term customer value through focused B2B strategies.

Targeted Competencies:

• Understanding of Customer-Centric Models.
• Strategic Customer Relationship Management.
• Customer Journey Mapping.
• Data-Driven Decision-Making in B2B.
• Customer Needs Analysis and Insight Development.
• B2B Customer Experience Optimization.
• Implementation of Customer-Centric Strategies.
• Cross-Functional Collaboration for Customer Success.
• Performance Measurement from a Customer-Centric Perspective.
• Roadmap Development and Execution.

Workshop Content:

Unit 1: Introduction to the Customer-Centric Model in B2B:

• Definition and key principles of customer-centricity in a B2B environment.
• Differences between product-centric and customer-centric approaches.
• Importance of customer focus in B2B markets.
• Overview of the customer journey and its significance in B2B.
• Identifying the challenges of becoming a customer-centric organization in B2B.

Unit 2: Steps to Becoming a Customer-Centric B2B Company:

• Aligning business goals with customer needs.
• Building a culture that values customer-centricity.
• Cross-functional collaboration for customer success.
• Using data and insights to understand customer preferences.
• Implementing customer-focused KPIs and metrics.
• Role of leadership in driving customer-centric initiatives.

Unit 3: Case Studies of Successful Customer-Centric B2B Companies:

• Real-world examples of B2B companies that successfully adopted customer-centric models.
• Key strategies and best practices used by these companies.
• How does customer-centricity improve business performance and customer loyalty?
• Lessons learned from B2B companies that should have adopted a customer-centric approach.
• Comparative analysis of various industries implementing customer-centric models.

Unit 4: Group Performance Analysis from a Customer-Centric Perspective:

• Group activities to assess current organizational performance.
• Tools and techniques for analyzing customer-centric performance.
• Evaluating customer satisfaction, loyalty, and touchpoints.
• Identifying gaps in customer-centric processes within B2B.
• Sharing group insights and feedback for continuous improvement.

Unit 5: Roadmap Development and Final Implementation:

• Steps to develop a customer-centric roadmap for B2B.
• Setting measurable objectives for customer-focused transformation.
• Action plans for long-term customer relationship building.
• Group presentations of developed roadmaps.
• Open discussion and feedback on implementation strategies.
• Final steps to solidify customer-centric practices in the organization.