Proposed five-day professional program. Approximately 25-30 training hours. Final arrangements are confirmed in the written proposal.
Course Overview
Align leadership decisions and team behaviors with customer value.
This proposed five-day program combines practical case analysis, guided exercises and peer discussion. Participants adapt the course concepts to organizational circumstances and prepare a customer culture action plan.
Learning Outcomes
Assess customer value and leadership priorities.
Evaluate service culture and management signals.
Apply a structured approach to customer evidence in organizational decisions.
Develop practical recommendations for cross-functional customer ownership.
Prepare and present a customer culture action plan.
Who Should Attend
Managers, department heads, strategy professionals and organizational leaders.
Relevant work experience is recommended. The participant profile, prerequisite knowledge and case complexity are reviewed during planning.
Training Methodology
Facilitated discussion, worked examples, anonymized case analysis, practical exercises, peer review and an applied final assignment.
Learning assessment may include a baseline discussion, review of exercise outputs and a final presentation. Attendance and completion requirements are confirmed in the proposal.
Course Tools and Templates
Customer value and leadership priorities worksheet – proposed exercise document.
Service culture and management signals worksheet – proposed exercise document.
Customer evidence in organizational decisions worksheet – proposed exercise document.
Cross-functional customer ownership worksheet – proposed exercise document.
Customer culture action plan – proposed exercise document.
Delivery Requirements
Classroom, live online and in-house delivery can be arranged by agreement. The trainer, language, venue or platform, timetable and required materials are confirmed in writing.
A laptop may be needed for analytical or planning activities. Software availability, licenses and access requirements are agreed before delivery.
Course Customization
The indicative five-day sequence can be adapted to participant experience, industry context and agreed learning objectives. Final dates, fees, agenda, certificate details and delivery arrangements are confirmed in the written proposal.
Proposed Five-Day Course Outline
Day 1 – Customer value and leadership priorities
Define the business context, assess current practices and clarify the decisions relating to customer value and leadership priorities.
Practical output: Customer value and leadership priorities worksheet
Day 2 – Service culture and management signals
Interpret representative information and compare practical approaches to service culture and management signals.
Practical output: Service culture and management signals worksheet
Day 3 – Customer evidence in organizational decisions
Use the course tools in a realistic case focused on customer evidence in organizational decisions, documenting assumptions and recommendations.
Practical output: Customer evidence in organizational decisions worksheet
Day 4 – Cross-functional customer ownership
Review responsibilities, risks and follow-up measures through a practical exercise on cross-functional customer ownership.
Practical output: Cross-functional customer ownership worksheet
Day 5 – Customer-centric leadership action planning
Integrate the learning through customer-centric leadership action planning, present the final assignment and propose workplace actions.
Practical output: Customer culture action plan
