Strategic People Management

COURSE OVERVIEW:

“Everything is about resiliency now to weather the storm,” says Tim McSweeney, a director at technology-focused merchant bank Restoration Partners. “Google didn’t growth hack, they just provided a service to the internet and build a business around it.” Profits are the life-blood of a business and a sustainable avenue of profits will ensure growth. Customer-experience metrics have proliferated over the past decade, and chances are that your business relies heavily on one or more of them. But many companies struggle with metrics. For some, the problem is a disconnect between the metric and business performance; for others, it’s a loss of confidence among frontline workers when the metrics don’t seem to explain big swings in customer satisfaction. Further, in some companies, there is confusion about whether transactional or relational measures matter more, and, in others, a simple lack of results from too much focus on one top-line metric. Taken together, these complications leave many companies tone-deaf to the voice of the customer and represent a formidable barrier to building the foundation of a successful customer-centric strategy. Happily, our experience shows that it matters less which top-line metric a business relies on; almost any one will do. Rather, what matters is how the business inserts the metric into a systematic capability to collect, analyze, and act on feedback in an effective and complete measurement system of the customer journey. Building that system can take time, but gains to a customer-centric culture and the bottom line can accrue quickly. This 2-day series of guided, progressive workshops is for senior executives in Business Development, Market Development and Product Development, who want to increase their long term profits.

WHO SHOULD ATTEND

This course is targeted to all managers and leaders of organization. It aims to improve your company’s awareness of the talent challenges brought on by the recession, and the strategies to overcome these toward 2020 & beyond. General Managers, CEO, HOD’s of HR, HR Managers, Talent Managers, Department Managers, and Everyone who is responsibility on a Talent Management.