{"product_id":"customer-journey-ed-experience-del-cliente","title":"Customer journey ed experience del cliente","description":"\u003cdiv class=\"shortcode-listing shortcode-message\"\u003e\n\u003cdiv class=\"message-title\"\u003eCONTENUTI\u003c\/div\u003e\n\u003cdiv class=\"message-content\"\u003e\n\u003cp\u003e\u003cspan\u003eDurante la giornata di formazione affronteremo  \u003cstrong\u003etutte le principali componenti del CRM\u003c\/strong\u003e: dalla condivisione della strategia aziendale, all’ottimizzazione dei processi, dalle scelte organizzative a quelle tecnologiche, fino alla sfida del change management. Alla base della user adoption, che è un fattore decisivo per il successo o l’insuccesso dei progetti CRM, ci sono infatti scelte determinanti per ognuna di tali componenti.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp\u003e\u003cspan\u003eQual è l’obiettivo finale del CRM odierno? Riuscire a gestire i numerosi touchpoint fisici e digitali del journey del Cliente 4.0, massimizzandone contestualmente l’experience.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"clear\"\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"shortcode-listing shortcode-message\"\u003e\n\u003cdiv class=\"message-title\"\u003eDOCENTE\u003c\/div\u003e\n\u003cdiv class=\"message-content\"\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cstrong\u003e\u003cimg class=\"alignleft size-medium wp-image-254\" src=\"https:\/\/exp.school\/wp-content\/uploads\/2019\/02\/Fontana_relazioni_CRM-400x267-400x267.jpg\" alt=\"\" srcset=\"https:\/\/exp.school\/wp-content\/uploads\/2019\/02\/Fontana_relazioni_CRM-400x267.jpg 400w, https:\/\/exp.school\/wp-content\/uploads\/2019\/02\/Fontana_relazioni_CRM-400x267-250x167.jpg 250w, https:\/\/exp.school\/wp-content\/uploads\/2019\/02\/Fontana_relazioni_CRM-400x267-150x100.jpg 150w\" sizes=\"(max-width: 300px) 100vw, 300px\" width=\"300\" height=\"200\"\u003e\u003ca href=\"https:\/\/exp.school\/2019\/02\/27\/elisa-fontana\/\"\u003e\u003cspan\u003eElisa Fontana\u003c\/span\u003e\u003c\/a\u003e\u003cspan\u003e,\u003c\/span\u003e\u003c\/strong\u003e\u003cspan\u003e fondatrice di C-Direct Consulting, consulente e formatrice nelle aree CRM, Marketing, Customer Care.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"clear\"\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"shortcode-listing shortcode-message\"\u003e\n\u003cdiv class=\"message-title\"\u003eOBIETTIVI\u003c\/div\u003e\n\u003cdiv class=\"message-content\"\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cspan\u003eAlla conclusione del corso i partecipanti saranno in grado di massimizzare l’investimento in CRM a livello di processi, organizzazione e cultura per apportare valore al business.\u003c\/span\u003e\u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"clear\"\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"shortcode-listing shortcode-message\"\u003e\n\u003cdiv class=\"message-title\"\u003eARGOMENTI\u003c\/div\u003e\n\u003cdiv class=\"message-content\"\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp\u003e\u003cspan\u003e\u003cstrong\u003eCustomer Centricity: il punto di partenza\u003c\/strong\u003e\u003c\/span\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan\u003eCustomer centricity: da impresa prodotto-centrica a cliente centrica\u003c\/span\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cspan\u003eCome è cambiato il processo d’acquisto\u003c\/span\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cspan\u003eIl sales funnel: da prospect a lead, da lead a cliente\u003c\/span\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cspan\u003eLa differenza tra ciclo di vita del cliente e del prodotto\u003c\/span\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cspan\u003eIl Customer Journey\u003c\/span\u003e\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cspan\u003e\u003cstrong\u003eIl CRM: perché oggi è necessario\u003c\/strong\u003e\u003c\/span\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan\u003eIl CRM: obiettivi strategici e operativi\u003c\/span\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cspan\u003eLa diffusione del CRM tra le imprese italiane\u003c\/span\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cspan\u003eLe criticità da affrontare a monte e a valle di un progetto CRM\u003c\/span\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cspan\u003eLe opportunità e i vantaggi competitivi di un CRM di successo\u003c\/span\u003e\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cspan\u003e\u003cstrong\u003eLe componenti del CRM\u003c\/strong\u003e\u003c\/span\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan\u003eL’importanza di definire e condividere una strategia\u003c\/span\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cspan\u003eLe scelte tecnologiche\u003c\/span\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cspan\u003eLa Creazione del Customer Database\u003c\/span\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cspan\u003eI processi: Marketing, Sales, Service\u003c\/span\u003e\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cspan\u003e\u003cstrong\u003eL’impatto organizzativo\u003c\/strong\u003e\u003c\/span\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan\u003eLa trasversalità della funzione CRM\u003c\/span\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cspan\u003eDove posizionarlo nell’organigramma aziendale\u003c\/span\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cspan\u003eAree di responsabilità, competenze e ruoli\u003c\/span\u003e\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cspan\u003e\u003cstrong\u003eChange Management e User Adoption\u003c\/strong\u003e\u003c\/span\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan\u003ePerché oltre il 50% dei progetti CRM fallisce o stenta a decollare\u003c\/span\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cspan\u003eCultura del cliente e del dato\u003c\/span\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cspan\u003eL’importanza della user experience per l’adoption\u003c\/span\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cspan\u003eLe leve per favorire l’utilizzo da parte degli utenti più resistenti\u003c\/span\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cspan\u003eFormazione, incentivi, commitment\u003c\/span\u003e\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cspan\u003e\u003cstrong\u003eCRM e poi?\u003c\/strong\u003e\u003c\/span\u003e\u003c\/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cspan\u003eIl Cliente Omnichannel\u003c\/span\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cspan\u003eGestire il Customer Journey dall’acquisizione alla loyalty\u003c\/span\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cspan\u003eMassimizzare la Customer Experience\u003c\/span\u003e\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e\u003cspan\u003e\u003cstrong\u003eESERCITAZIONI\u003c\/strong\u003e\u003c\/span\u003e\u003c\/p\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"shortcode-listing shortcode-message\"\u003e\n\u003cdiv class=\"message-title\"\u003eA CHI È RIVOLTO\u003c\/div\u003e\n\u003cdiv class=\"message-content\"\u003e\n\u003cp\u003e\u003cspan\u003eManager e risorse strategiche ed operative dell’area Marketing, Web e Commerciale, responsabili CRM e Contact Center; imprenditori, consulenti e professionisti; società e agenzie operanti nel settore del Marketing diretto e digitale; responsabili ICT.\u003c\/span\u003e\u003c\/p\u003e\n\u003c\/div\u003e\n\u003c\/div\u003e","brand":"Experience School","offers":[{"title":"Default Title","offer_id":22946953265233,"sku":"","price":500.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0095\/0910\/9841\/products\/Tavola_disegno_1_customerjourney.png?v=1557158707","url":"https:\/\/lippocastano.myshopify.com\/products\/customer-journey-ed-experience-del-cliente","provider":"L'Ippocastano","version":"1.0","type":"link"}