COURSE OVERVIEW
A strong customer acquisition and retention strategy is the foundation of every successful business. Acquiring new customers is a key driver of growth, while retaining existing customers ensures long-term stability and consistent revenue. Delivering the right products and services—combined with excellent customer experiences—helps businesses expand their customer base and foster loyalty. This course provides a structured framework for developing effective customer acquisition and retention plans that support sustainable growth and future success.
LEARNING OBJECTIVES
By the end of this training, participants will be able to:
- Define innovative, proven strategic approaches focused on customer outcomes.
- Develop and implement organization-wide business plans aligned with customer value.
- Apply practical stakeholder engagement frameworks to strengthen customer relationships.
- Identify key factors for successful strategy execution.
- Recognize and avoid common strategic planning pitfalls.
- Examine real-world examples of both strategic success and failure.
- Build contingency plans that ensure adaptability and continuity.
TARGET AUDIENCE
This course is designed for:
- Senior managers and business leaders
- Strategy and planning professionals
- Business unit heads and team leaders
- Business analysts and researchers involved in strategic development
- Anyone responsible for designing or executing customer-focused strategies
TRAINING METHODOLOGY
This program combines the latest training techniques with highly interactive, hands-on learning. The sessions blend engaging presentations, group discussions, case studies, and practical exercises to enhance understanding and retention. Participants will work individually and collaboratively to apply key concepts to real-world business challenges. The approach ensures learning is dynamic, participatory, and directly applicable to workplace situations.
Pre- and post-course assessments will be used to evaluate skill development and training effectiveness.
COURSE CONTENTS
Module 1 – The “Why” of Strategy
Key Topics:
- The evolution of strategic thinking: traditional versus modern approaches
- Why many strategies fail and how to avoid common pitfalls
- Aligning business dynamics with organizational structure
- The importance of having a clear and actionable strategy process
- Developing a practical “Strategy Playbook”
- Finding your organization’s “Why”
- The limitations of mission and vision statements
- Building strategy on clarity of purpose
- Lessons from leading organizations
- Practical exercise: defining how, what, and why
Module 2 – Aligning Strategy with Customer Value
Key Topics:
- Identifying who your customers are and what they truly value
- Redefining your business based on customer outcomes
- Understanding the principles of customer innovation
- Applying the Value Disciplines model: customer intimacy, product leadership, and operational excellence
- Choosing the right discipline to gain a competitive edge
- Exploring Blue Ocean Strategy: concepts, advantages, and limitations
- Using the Outcome-Driven Strategy Canvas to align goals and execution
Module 3 – Practical Implications of Strategy Implementation
Key Topics:
- Assessing the competitive landscape: current and emerging rivals
- Understanding the realities of disruptive competition
- Using customer insights (“voice of the customer”) to assess current capabilities
- Conducting an Organizational Readiness and Competency Assessment
- Identifying core and new capabilities for change
- Evaluating strategic options and trajectories
- Understanding internal and external forces that shape strategic direction
Module 4 – Managing Change to Deliver Customer Value
Key Topics:
- Effective stakeholder management: why traditional models fail
- Identifying key stakeholder groups:
- Society and regulators
- Owners and investors
- Employees
- Customers
- Suppliers
- Applying Outcome-Driven Change principles
- Using Outcome-Based Thinking to foster innovation and competitive advantage
- Creating an “Unbalanced Scorecard” to connect customer value with processes, people, and technology
- Building customer-aligned business plans that drive innovation and measurable results
Module 5 – Effective Strategy Implementation
Key Topics:
- Building organizational capability through continuous learning
- Fostering FAST (Focused, Accountable, Strategic, Transparent) leadership
- Developing an engaged and high-performing workforce
- Consolidating methods and key takeaways into a cohesive Strategy Playbook
- Reviewing and reinforcing the main lessons and practical tools from the program
