You Must Act Now!

The Aim of the Workshop

Is to equip participants with the skills required to minimise their company’s operating expenses while protecting the brand values that maximise sales and customer retention . Participants will leave the workshop with the knowledge and skills required to prepare a business unit value matrix. This matrix defines the value created by each business unit for the company and the customer, relative to the costs associated with operating that unit.
At the end of this workshop you will know how to:

• Re-evaluate your customer’s motivation and how to leverage that to achieve maximum cost savings
• Re-evaluate your employees’ motivation and how to leverage that to achieve maximum cost savings
• Create a Business Unit Value Matrix
• Re-evaluate the value returns created by your organisation’s business units
• Re-design organisational values and strategies to maximise ROI and to minimise operating expenses
• Minimise CSAT surveys and other costs associated with quantifying customer satisfaction and brand performance
• Minimise customer interaction quality management costs without adversely affecting quality and performance results
• Maximise remote interaction adoption rates to minimise costs across the organisation (including face to face interactions)
• Maximise remote self service options while continuing to build customer advocacy
• Minimise training costs while continuing to exceed customer expectations
• Improve “collections” results without negatively impacting customer loyalty and retention
• Minimise marketing, advertising and other organisational expenses by leveraging the power of customer interactions
• Maintain brand positioning, brand values and brand hallmarks while downsizing and maximising cutbacks.

The end result of the process is the creation of a company that can survive the crisis without diluting its brand and without increasing customer defections. Such organisations will be better poised to achieve accelerated growth, post recession. Organisations that simply slash costs across the board will be faced with increasing customer defections. Even if they survive the storm, these organisations will be forced to merge with the competition or face extinction.

In addition to the workshop material, which includes numerous strategy, ROI and financial exercises, participants will have access to BROWNELL’s online “SURVIVAL TOOLS” that include PowerPoint presentations, video instructions, multimedia presentations, models, examples and other downloads to assist in implementing the SURVIVOR strategies as quickly as possible. The online content also includes a critical presentation which you can download for your senior management and accountants to educate them on survival tactics.

REMEMBER Cost cutting does not save companies. If it was that easy, everyone would survive. The key to surviving is cutting costs in the RIGHT areas at the RIGHT time!

Who Should Attend

The workshop should be attended by senior managers, middle (operations) managers. In particular, managers of customer-facing departments, marketing managers, business strategists and key finance personnel should attend.

What to Win from the Workshop

The processes covered in this workshop will result in an organisation that is “fighting fit”. The organisation will be DESIGNED to maximise its revenue, retention and brand during the recession so that, post-recession, the brand is poised to re-gain market traction at an accelerated rate – thus repaying shareholders for their support.

There is no point investing time and effort in the wrong type of cost cutting as it will only delay the inevitable destruction of the organisation. NOW is the time to invest in radical, scientific cost cutting that is aligns with customers, markets and brand values.

Program

09.00 -Welcome
10.00 – 10.30 Coffee Break
12.30 – 13.30 Lunch
15.00 – 15.30 Coffee Break
16.30 – 17.00 End of Day

One day Content

The one-day content covers the critical concept of creating a Business Unit value matrix as a tool in deciding which business units should be downsized and which business units should be upsized (e.g. a bank closing branches in favour of increased telebanking) .The cost cutting processes also will be covered .

KEY CRISIS 09 SURVIVAL TACTICS – defining the end-goal
The Customer Experience Strategy canvass
(plotting your organisation’s canvass - exercise)

The concept of Value Returns as they relate to revenue, profits, assets and liabilities
Calculating and Reporting VALUE returns
(calculating value returns for your department - exercise)

The Business Unit Value Matrix (BUV)
BUV-driven decisions
(BUV exercises)

Brave admission of strategic re-alignment
Outsourcing to navigate this crisis
Examples and case studies of successful and some not-so-successful survival attempts from across the globe

Workshop Leader

Brownell
The Contact Centre Doctor

As an all-round Contact Centre expert and a native of the European Contact Centre capital of Ireland, Brownell combines legendary Irish humor with a unique blend of "hands-on" international experience. Through many varied assignments in the region, Brownell's involvement in and knowledge of Contact Centre issues in the Middle East is unmatched. His frequent multiple re-appointments are testament to his endearing style and proven business boosting advice.

Workshop Registration Information

• You can transfer the application fee to the Euro Account of IMI Egitim,Yonetim ve Organizasyon, Yapı Kredi Bank Icerenkoy Branch 67168565 or with fee converted from Euro to YTL using the efective sale exchange rates of the Central Bank of the Republic of Turkey to the YTL Account, Yapı Kredi Bank Icerenkoy Branch 69605578
• Deadline for the applications is February 15, 2009.
• Workshop language is English , there will be no translation to Turkish.
• The fee includes lunch, coffee breaks and documentation.
• Fees are refundable only until 30 days to the conference. On later requests, only applicant name can be changed.
• İMİ, holds all the rights to cancel or re-schedule the workshop.

Fee till February 24th
600 YTL + VAT

Workshop Kayıt Bilgileri

• Katılım ücretini İMİ Eğitim,Yönetim ve Organizasyon adına Yapı Kredi Bankası İçerenköy Şubesi 67168565 no.lu Euro hesabına veya yatırıldığı günkü Merkez Bankası Efektif Satış kuru üzerinden Yapı Kredi Bankası İçerenköy subesi 69605578 no.lu TL hesabına yatırabilirsiniz.
• Kayıtların en gec 15 Şubat 2009 tarihine kadar verilmesi gerekmektedir.
• Workshop lisanı ingilizce'dir- Türkçe simultane tercüme yapılmayacaktır.
• Workshopa sınırlı sayıda katılımcı alınacaktır.
• Workshop ücretine, öğle yemeği, kahve ikramları ve dokumantasyon dahildir.
• Workshopa kesin kayıt alındıktan sonra iptallerde, 30 gün once yazılı olarak bildirmesi halinde ücret geri ödenir, daha gec bildirimlerde isim degisikliği kabul edilecektir.
• İMİ, workshop tarihini iptal etme veya değiştirme hakkını saklı tutar.

Katılım ücret; 24 Şubat tarihine kadar
600 YTL + KDV

www.imiconferences.com.tr

(216) 575 59 42