Julian Hohendorff
Consultant & Coach
JH Consulting & Coaching
Marketing & Sales
Firmenseminare
Customer Engagement Certificate Program
Maximize Engagement Impact in Times of Decreasing Access
As it becomes increasingly challenging to reach your customers, every touchpoint - both digital and analog - needs to make an impact. Approaching the right customer in the right place at the right time with the right message – this is the task for every customer-facing team member.
The Customer Engagement Certificate Program helps you master the art of meaningful engagement – from strategy via tactics to execution.
You’ll learn how to better understand your customers needs and preferences. You will experience real-life persona research with Swiss doctors and understand their decision-making processes to ultimately design end-to-end customer-centric campaigns.
In a dedicated module, you will explore the various technology options that are available in the market to enable orchestrated customer engagement. You will also gain a realistic understanding of how AI can enhance customer engagement – such as content generation or next best action. Additionally, you'll examine how to tailor messaging to different personas to ensure relevance and resonance across touchpoints.
Lastly, working as one customer-facing team – within the limit of the Swiss Pharma Codex – will require significant changes to ways of working and adapted behaviours of everyone involved. In a specific change management module, we will review proven change management approaches as well as venture into behaviour change and experimentation.
4 Modules to the Customer Engagement Certification
The program consists of 4 Modules to get full certification. Module 1 is mandatory to be able to attend other modules.
Modules 2 – 4 can be booked individually.
The Certificate Program is designed for professionals from Pharma RX/OTC, Medtech and Diagnostics:
- Brand / Product / Medical Manager
- Digital Leaders / Managers
- Chapter / Squad Leaders
- Communication Manager
- Marketing / Sales Managers
- Commercial Excellence Leaders
- Sales Force Effectiveness Leaders / KAM
- Business Unit Heads
Module
This Module is a 1 day seminar and mandatory to be able to attend other modules.
Module content
Module content
- Introduction to customer engagement and potential benefits
- Identifying customer needs and preferences
- The equation: 3 Cs and 1 E: Customer + Content + Channel = Engagement
- Tools from the toolbox: Personas and Customer Journeys
Ort
Dozentinnen & Dozenten
This Module is a 2 day seminar
Module content
Module content
- Agency collaboration models
- Designing and planning an customer engagement measure
- Developing engagement objectives and key messaging
- Texting knowledge and Persona-specific texting
- Developing a content + channel mix
- Developing a user journey
- Creating a success measurement framework with the right KPIs
Ort
Dozentinnen & Dozenten
Julian Hohendorff
Consultant & Coach
JH Consulting & Coaching
This Module is a 1 day seminar
Module content
Module content
- Utilizing technology and automation tools
- Overview of relevant technology players
- AI as an efficiency driver for customer engagement
- Automation potential for small teams and limited budgets
Ort
Dozentinnen & Dozenten
Julian Hohendorff
Consultant & Coach
JH Consulting & Coaching
This Module is a 1 day seminar
Module content
Module content
- Six stages of change
- Logical layers impacting change
- Behaviour change wheel
- Interventions to drive change
- Breaking down silos: cross-functional customer engagement
- Change tracking
Ort
Dozentinnen & Dozenten
Julian Hohendorff
Consultant & Coach
JH Consulting & Coaching
Julian Hohendorff
Consultant & Coach
JH Consulting & Coaching
Customer Engagement Certificate Program
Wählen Sie jeweils das gewünschte Datum aus.
Sprache
English
Art der Veranstaltung
Zertifikatslehrgang
Alle Module finden als Präsenzseminare statt
Kosten pro Person (exkl. MwSt.)
CHF 4'900 .– (für shqa Mitglieder)
CHF 7'400 .– (für Nichtmitglieder)
In diesen Kosten inbegriffen sind: Seminarpräsentation und Teilnahmebestätigung
I appreciated the structured theoretical part just as much as the practical contributions from professional experience. It was perfect for me to make the necessary connections. Everything was rounded off by case studies that simulated the application of the learned content, as well as the exchange with peers. For me, it was ideal either as an introduction to a new topic or as a deep dive into a familiar field.
Christoph Humula, Brand Team Coordinator - Innovative Medicines, Bristol-Myers Squibb SA
Graduate Omnichannel Pharma Certificate Program