Everybody's gotta do it !

	Audience: Marketing/Sales Coordinators, engineering, network management, economics, customer records and billing, other customer support groups.
	Learn How To:  Demystify Marketing jargon,  Identify marketing processes Develop Key Steps of Market Planning Measure Results

    Keys to accelerated human resource performance !

	Audience: Human Resources and quality specialists, performance auditors, managers of departments with Customer Care responsibility
	Learn How To: Identify performance deficiencies that are not necessarily due to lack of training opportunity Consult on and evaluate performance issues such as marketing tools, market conditions, leadership, environment and motivation

    Sales is a contact sport ... the essentials !

	Audience: Entry / Intermediate level sales / marketing representatives responsible for sales strategy development and execution. (Advanced content is available)
	Learn How To: Identify and apply the essential psychological aspects of selling Identify and apply the key success factors of a 9 step selling process Practice a solutions smart approach

    A workshop of customer discovery !

	Audience: Representatives from departments with Customer Care responsibility including marketing, sales, commercial.
	Learn How To: Apply models and techniques that address marketplace opportunities and enable development of a market planning document and enterprise action plan Apply concept of ongoing improvement as operating philosophy for competitiveness Coping with change and customer acquisition

    Gearing up for overdrive !

	Audience: representatives from departments with Customer Care responsibility, including those who have internal customers delivering enterprise services to ultimate end users.
	Learn How To: Develop a customer driven model that puts 'customer' as focus of enterprise efforts Minimize the effort required for customers to make contact obtain information and place orders Smash barriers to customer winning performance

    Create value for the large customer !

	Audience: Representatives from departments with Customer Care responsibility for the major / large account, senior customer contract and team selling specialists.
	Learn How To: Integrate strategic tactical marketing and sales to create the Account Management Cycle Create a planning framework for major account action plans Build strong, long term relationships with top customers Differentiate your product / service with a value-added, consultative approach that erects competitive barriers

    How customers want to feel !

	Audience: Entry and intermediate level representatives from departments with Customer Care responsibility, including: marketing, sales, commercial, customer engineering.
	Learn How To: Respond to customer need to feel welcomed with 'front line' knowledge, convenience, courtesy, accessibility, availability, image Deliver levels of comfort that result in customer confidence in your enterprise, it's products / services and its representatives  Create service levels that deliver speed, reliability, conformance to standards, strategy/systems/people interactive points

    Keys to customer loyalty and retention !

	Audience: Representatives from departments with Customer Care responsibility, including: marketing, sales, commercial customer engineering
	Learn How To: Identify and apply the key success factors of effective relationship management Tie strengths and objectives to those of the customer  Explore the service 'battleground' where 'wars' are won and lost Create Innovative strategies that set you apart

    Victim to master in the theater of upheaval !

	Enterprise management grappling with sweeping changes of de-regulation, privatization, competition, consumerism, right-sizing and related issues of uncertainty.
	Learn How To: Organize change issues and minimize negative impact Take ownership of change and initiate solutions Invent the future (instead of redesigning the past) Shape boss / leadership roles in the new millennium

    Don't react ... take charge !

	Audience: Executive and Management involved in day to day operations and dealing with customers in a rapidly changing environment who recognize need to prepare for the future.
	Learn How To: Apply Developmental model of competition game plan Readiness factors: Change Management, Staffing, Interpersonal skills, communications, etc. Develop Marketing Readiness philosophy

    The 'get everybody on board' roadmap !

	Audience: Personnel involved in business / market planning, with responsibility for revenue generation, human resource development and financial results
	Learn How To: Avoid the 25 most common mistakes in development of a business plan. Apply benchmarking to strengthen market position Identify your target market and key success factors that stimulate demand.

    From Concept to execution !

	Audience: All groups involved in customer contact and service delivery (sales, marketing, customer engineering, operations, design, etc.)
	Learn How To: Develop a market planning process with a 26 element marketing 'mix' Create the ground rules on becoming a change agent Apply steps in Market Segmentation, targeting and positioning.

    Control your destiny or somebody else will !

	Audience: All groups involved in customer contact and service delivery (sales, marketing, customer engineering, operations, design, etc.)
	Learn How To: Identify and relate to the key ten Commandments of Customer Care Apply lessons learned from organizations with 'best practices'  Develop action plans that respond to customer issues that impact your business Build in feedback loops that test your delivery systems, etc.
	The ten Commandments of Customer Care (Thou shalt) are: 1. Prosper with the competitive reality 2. Get close (face-to-face) with the Customer 3. Measure customer satisfaction 4. Practice CRM (Customer Relationship Management) 5. Bundle your products and services 6. Create partnerships 7. Apply Benchmarking techniques 8. Make innovation part of the culture 9. Develop a first rate e-commerce enterprise 10. Address human resource readiness

    Get the recognition you deserve !

Audience: Internal marketing groups responsible for the development and delivery of marketing tools, services and processes throughout an organization

Learn How To: Develop a positioning statement and U.S.P. (Unique Selling Proposition) Project an image of experience and credibility Get recognition as source of seasoned advice Develop a marketing tool kit Respond positively to the client's concept of a consultative relationship Develop and project the marketer's advantages of credibility, applications knowledge and presentation skills Brainstorm and generate action plans on such issues as: management of key result areas, marketing collateral, client service Commandments, communications, branding and more, develop action plans that create performance improvement opportunities, etc.

    Self diagnosis and prescription !

Audience: Marketing professionals that need to assess (audit) their organization's capabilities in delivery of marketing programs to external clients

Learn How To: Determine how key categories of the Organization the People the Tools and Processes - can be assessed to reveal internal and external (client) performance opportunities Define issues and create measurable action plans Develop feedback systems that reveal 'how we're doing' from client's point of view Apply environmental scanning techniques to reveal market opportunities and barriers Apply a supercharged 'marketing mix' that adds value to the proposition Create a product champion that sets priorities, accelerates cycle time and gets job done Benchmark against best, etc.