Customer Scenario® Mapping Introductory Training Introduction to Customer Scenario Mapping Customers.com® Co-Design Methodology

Join our CSM Master Consultants in a 2.5-day, hands-on workshop to learn the fundamentals of this methodology that allows you to redesign your processes to make it easy for customers to do business with you. See the full agenda.

This workshop fulfills steps 1 and 2 of our 4-Step Process, if you want to become fully certified to use our license on Customer Scenario Mapping Methodology.

Learn how to run Customer Co-Design Sessions using our unique, licensed Customer Scenario® Mapping methodology to:

• Design from the outside in
• Make it easy for customers, employees, partners and other stakeholders to do business with your firm
• Gather customer and partners’ ideal requirements
• Build consensus across fiefdoms and organizational boundaries for customer-impacting initiatives
• Discover how to measure, monitor, and continuously improve the things that matter most to customers
• Learn how to identify and to prioritize information, resources, applications, and information technology services within and across customer segments and customer scenarios
• Build a core competency your organization can use to dramatically improve its profitability

Registration & Team Discounts

The registration fee for steps 1 and 2 of our 4-Step Process:

• $3,000 for each of the first three facilitators-in-training from a company
• $10,000 for a team of four facilitators-in-training attending the same course

For registration of five facilitators or more, please contact us at
(617) 742-5200 or sales at psgroup.com.

What You'll Get:

This fee includes (per person):

• 2.5-day methodology transfer and training course
• All meals and course materials (provided in hardcopy and electronic formats)
• Practice mapping kit and Visio^® template
• Telephone coaching before and after you run each of two practice mapping sessions with internal stakeholders
• Twelve months of CSM best practices and updates

Results:

What you’ll be able to do at the end of this course:

When you return to your office, you'll be ready for Step 2, where you’ll practice by running two to four Customer Scenario^® Mapping sessions with friendly co-workers. During each of these practice sessions, you can expect to:

• Lead a team of co-workers through a complete Customer Scenario Mapping session
• Capture a complete and useful map
• Identify metrics
• Prioritize initiatives based on customer impact
• Produce actionable results
• Deliver immediate benefits
• Spot and document “low-hanging fruit”
• Shift team-members’ mindsets to put themselves in their customers’ shoes
• Demonstrate the value of customer-in design to your co-workers

Within a few weeks of practice, you’ll be ready for Step 3—become a certified licensed CSM facilitator by planning and running your own internal Customer Scenario Mapping session under our supervision, with a larger group of cross-functional stakeholders. Deliver amazing results and build confidence and buy-in!

Then, move on to Step 4—become a certified licensed CSM consultant by planning and running your own Customer Co-Design session with your customers and stakeholders, under our supervision. Go from identifying, recruiting and interviewing customers and stakeholders all the way through the delivery of a prioritized action plan. Gain kudos from customers and co-workers, and shave six months off your next customer-impacting initiatives!

Who Should Attend

• Marketing directors and their staffs
• Customer Experience business leaders and professionals
• Customer Segment Advocates
• Customer Experience team leaders and members
• Sales operations team leaders
• Portal project leaders and core team members
• E-business leaders and team members
• Content management project leaders and core team members
• Six Sigma professionals
• Voice of the Customer professionals
• Business process consultants
• Business analysts
• IT architects
• Anyone directly involved with capturing and understanding customer requirements on an ongoing basis

All trainees should have good facilitation, communication and listening skills. Participants should be comfortable working directly with customers and facilitating teams of business executives. Trainees should have a current or upcoming project for which they are planning to use Customer Scenario^® mapping.

Key Takeaways

• Your own Customer Scenario^® Mapping Starter Kit - This will enable you to do your own practice mapping sessions, so that you can apply what you've learned.
• Discover how to measure, monitor, and continuously improve the things that matter most to customers.
• Experience how to build a shared mental model across fiefdoms and organizational boundaries that will make it easier for you to streamline business processes.
• Learn how to identify and to prioritize information, resources, applications, and information technology services within and across customer segments and customer scenarios.
• Build a core competency you can use to make it easy for customers to do business with you and to improve profitability.

Agenda

Day 1: Tuesday, September 9: 8:00 am - 5:30 pm
Day 2: Wednesday, September 10: 8:00 am - 5:00 pm
Day 3: Thursday, September 11: 8:00 am - 2:00 pm

Click here for a more detailed listing of the 3-day agenda

Location

Forefront Center for Meetings & Conferences
404 Wyman Street
Waltham, MA 02451
+1 (781) 290-2700

Hotel Accommodations

Hotel reservations, cancellations, and charges are the attendee's responsibility.

Registration

The registration fee for this event is $3,000.

Space is limited and will be filled on a first-come, first-serve basis. Fees include the 3-day session, session materials, and scheduled meals. Transportation, hotel and other expenses are the attendee's responsibility. Payment in full, by check or credit card, is required in advance of participation. Please make company checks payable to Patricia Seybold Group, Inc., and mail to P.O. Box 290565, Boston, MA 02129. ATTN: CSM. In lieu of prepayment, a company purchase order must be received 10 days before the event.

Cancellation Policy - Attendee substitutes can be made at any time. We will refund the full registration fee if notified in writing four weeks before a workshop. Cancellations made up to two weeks prior to the workshop are subject to a 50% service charge. There will be no refunds given for cancellations made within two weeks prior to the event date.

If, for any reason, the Patricia Seybold Group must reschedule a workshop, attendees will be notified at least one week prior to the original event date. Paid registration fees will be applied to any future event, and attendees will be notified of new dates as soon as possible. If a mutually satisfactory rescheduling date cannot be reached, attendees of postponed workshops may request a refund of paid registration fees.

Need more information? Please contact sales at psgroup.com or (617) 742-5200.