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OD-SPJ-1 Business Wargaming

Business war gaming can be used to help a company anticipate the potential impacts of a broad range of competitive actions and uncontrollable events against its own plans, thus helping significantly improve the probability of their success. The primary purpose of war games are to increase the probability and extent of an organization’s success in the face of competition and a series of uncontrollable events and trends.

War games are a useful technique for identifying competitive vulnerabilities and misguided internal assumptions about competitor strategies.

Learn how to apply this approach in order to prepare your organization for the future, make fundamental decisions about your organizational strategies, and maintain a competitive advantage. Simulations of competitive scenarios are used to explore the implications of changes in strategy in a ‘no risk’ environment. This online course will also encourage new ways of thinking about the competitive context and applications when facing critical strategic decisions. 

OD-SPJ-2 Employee Net Promoter Score -eNPS

Few organizations can achieve or sustain high customer retention without driven, productive, and engaged employees. Engaged employees are happy and enthusiastic about their work and their organization. They also approach their jobs with energy, which in turn delivers productivity, innovation and customer excellence for the organization. Those driven employees also come up with more creative ideas for products, processes and service improvements.

Organizational managers and leaders, therefore, have good reason to want to measure that enthusiasm and loyalty levels of their employees. This means understanding employee engagement levels and how to improve them. Employee Net Promoter Scores (eNPS) are an early warning mechanism for gauging employee enthusiasm and commitment to the organization.

This online course will detail the eNPS concept and what organizations need to do in order to obtain additional critical employee metrics, in conjunction with eNPS, to finally provide visibility into the people side of an organization. The insight and intelligence will allow an organization to more effectively manage and motivate employees. In the end, loyal passionate employees stay longer, are more engaged, contribute suggestions and more readily sing your organization’s praises to friends and colleagues.

OD-SPJ-3 Implementing a Customer Advisory Board

Having your finger on the pulse of your customer’s current and future needs is a critical piece of your overall organizational, product development, sales, and marketing strategies. Organizations employ several different methods to get this information from their customers. Typically most organizations rely purely on the sales team to provide this direct feedback from customers. This only tells one side of the story.

Customer advisory boards are a unique and valuable tool to show your customers that you truly care about their feedback, satisfaction, and input on your organizational direction. If done properly it will allow an organization to correct course, advance plans, and focus on specific pieces of your offering that will allow you to strengthen interactions and relationships, while at the same time growing revenues.

This online course will cover all the steps and tasks required to plan, implement, and maintain a customer advisory board. The board is a mixture of internal personnel and a team of customers who will help grow your business by providing genuine and actionable insights on your strengths, weaknesses, opportunities and threats. Regardless of size or industry, any organizations can assemble a successful customer advisory board. Board meetings aren’t meant to replace voice of the customer programs; they are there to support all other initiatives to improve the overall customer experience.

There are many different methods of gathering feedback from customers on your product direction, marketing message and overall customer satisfaction levels. In addition to programs like NPS (Net Promoter Score), win/loss analysis, and customer analysis programs, your organization should consider starting a customer advisory board to leverage its unique benefits.

OD-SPJ-4 Nobody Likes Yesterday's Intelligence

Successful organizations not only make obtaining timely, relevant, and measurable data a priority in providing organizational intelligence, but they also use it as a basis to easily identify expectations and priorities. Many organizations strategically plan their quarterly meetings around these program milestones so that they can bring that information and intelligence into their meetings to strategize with others and make decisions. If you obtain measurable information, and therefore are quickly able to turn it into actual intelligence, your organization will never understand how it operated without it.

No organization wants to leverage dated information and intelligence to make strategic and tactical decisions.

This online course will review the research methods recommended to obtain relevant information and review why some programs fall short of their goal of providing pertinent information. Customer experience and intelligence programs cannot thrive with information or intelligence from their buyers and the marketplace that is stale. This course will expose some of the techniques that will ensure timely relevant information and intelligence is interjected into your programs.

OD-SPJ-5 On Boarding New Customers

Nearly 75% of all cross-sell opportunities occur within the first 90 days of acquiring a new customer. A robust customer onboarding process enables organizations to take control, from initial enrollment through welcome kits and subsequent cross-sell and up-sell activities. To succeed, organizations must start with an accurate, comprehensive view of customers and use high-quality data to improve the customer experience across multiple channels and via every mode of data intake and delivery.

This online course will teach you that effective customer strategies are crucial to gain an edge over the competition, and in both the minds and hearts of customers. As every organization can attest, it is much cheaper to retain good customers than to acquire new. This course will map a customer lifecycle methodology with proven onboarding processes and phases in order to properly transition from sales teams to delivery teams, all while leveraging specific content, tools, and strategies to increase customer profitability.

OD-SPJ-6 (Part 1 of 2) Implementing a Win/Loss Intelligence Program

Implementing a Win/Loss Intelligence Program enables organizations to access the minds of their buyers. Existing customers and lost prospect intelligence can be leveraged by numerous stakeholders in an organization to allow more focused and concise strategic and tactical decision-making. Other internal stakeholders such as Product Managers and the Sales function can also significantly benefit from this intelligence within their own activities, including new product development, and impact customer retention rates and lost prospect re-engagement tactical initiatives.

Most Win/Loss Intelligence vendors that exist today could also greatly benefit by taking this course with its proven methodology, deliverables, and track record of success with large and small businesses. In a marketplace where buyers are limited, organizations struggle to gain a greater mind share within, and a wallet share from their existing accounts and lost prospects.

This online course will teach an organization how to implement a baseline intelligence foundation in which the information and intelligence is strategic, unbiased, measurable, actionable, and repeatable. The course then proceeds to build the intelligence program on top of that foundation covering all aspects needed for a successful program. If you have an existing intelligence program, and those five pillars don’t all exist in that program, this course is a must.

All of the activities in this course are aimed at allowing you to implement a Win/Loss Intelligence Program internal to your organization and understand precisely what each customer and lost prospect wants. The ability to provide a unified view of customer and lost prospect feedback from multiple channels and behavioral intelligence helps organizations establish a consistent view of each account by each organizational stakeholder.

Soon you no longer have to “assume” what your organization is doing right or wrong. Back it up with facts and intelligence in order to focus on the highest identified priorities that will ignite revenues and provide your organization the ability to manage their customer experience program.

OD-SPJ-7 (Part 2 of 2) Implementing a Win/Loss Intelligence Program

This course picks up where Part 1 left off.

Implementing a Win/Loss Intelligence Program enables organizations to access the minds of their buyers. Existing customers and lost prospect intelligence can be leveraged by numerous stakeholders in an organization to allow more focused and concise strategic and tactical decision-making. Other internal stakeholders such as Product Managers and the Sales function can also significantly benefit from this intelligence within their own activities, including new product development, and impact customer retention rates and lost prospect re-engagement tactical initiatives.

Most Win/Loss Intelligence vendors that exist today could also greatly benefit by taking this course with its proven methodology, deliverables, and track record of success with large and small businesses. In a marketplace where buyers are limited, organizations struggle to gain a greater mind share within, and a wallet share from their existing accounts and lost prospects.

This online course will teach an organization how to implement a baseline intelligence foundation in which the information and intelligence is strategic, unbiased, measurable, actionable, and repeatable. The course then proceeds to build the intelligence program on top of that foundation covering all aspects needed for a successful program. If you have an existing intelligence program, and those five pillars don’t all exist in that program, this course is a must.

All of the activities in this course are aimed at allowing you to implement a Win/Loss Intelligence Program internal to your organization and understand precisely what each customer and lost prospect wants. The ability to provide a unified view of customer and lost prospect feedback from multiple channels and behavioral intelligence helps organizations establish a consistent view of each account by each organizational stakeholder.

Soon you no longer have to “assume” what your organization is doing right or wrong. Back it up with facts and intelligence in order to focus on the highest identified priorities that will ignite revenues and provide your organization the ability to manage their customer experience program.

OD-SPJ-8 Strategic Business Planning from A to Z

Strategic Business Planning helps management understand the current situation of their organizational challenges. This in turn allows management to plan for the future. In a world of rapid change, it is critical for management to think strategically and plan for the future. Since the rate of change seems to be escalating, the criticality of strategic planning continues to increase. In fact, the best-managed companies tend to engage in continuous strategic planning. Strategic planning is a way of preparing for the future by attempting to simulate the future.

Many organizations are inward thinking, focusing too much on the short-term concerns and initiatives. Strategic planning looks at the long-term, which is how organizations survive and thrive. It has been proven that organizations that focus on the long-term through strategic planning outperform organizations that lack long-term planning. Another benefit of strategic planning is communication. Strategic plans communicate the intentions of management to all stakeholders in the organization.

This online course will step you through all aspects of understanding how to perform strategic planning initiatives for your organization and what pitfalls you need to avoid. This course will equip you to look at long-range strategic tactics and incorporate those initiatives into an operating plan to drive tactical action items for other organizational groups. Strategic business planning analysis models will be explained and applied to real-world scenarios in this course and provide you the techniques and templates used to apply to your own business situations to generate competitive advantages.

OD-SPJ-9 (Part 1 of 4) Intelligence Portal Demo - Navigation and Functionality

Our ONDEMAND courses feature many customer experience and competitive intelligence courses, and we have also included several courses, like this one, that will provide demonstrations from Market Awareness' intelligence portal so you can see what a typical organization is doing with the intelligence they obtain from Primary Research. The intelligence portal will also show how organizations use the intelligence portal to manage their data, drive decisions at various organizational levels, understand various strengths and weaknesses from their buyers, and provide them the ability to disseminate the intelligence throughout their organization.

This course is focused on how to navigate the intelligence portal and show you the different types of filters and functionality that can be leveraged.

OD-SPJ-10 (Part 2 to 4) Intelligence Portals Demos - Reports

The SCIP ON DEMAND coursework features many customer experience and competitive intelligence courses, and we have also included several courses, like this one, that will provide demonstrations from Market Awareness' intelligence portal so you can see what a typical organization is doing with the intelligence they obtain. The portal will also show how organizations use the intelligence portal to manage their data, drive decisions at various organizational levels, understand various strengths and weaknesses from their buyers, and provide them the ability to disseminate the intelligence throughout their organization.

This course is focused on the intelligence reports that are contained in the intelligence portal and we'll describe their functionality and how organizations leverage them for different types of intelligence analysis.

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