Business Excellence Consortium

Engaging your Customers

Overview

The BEC is offering a one-day session that explores customer satisfaction from the perspective that revenue generating products will only be realized if the configured product satisfies the customer's business needs. Participants will learn techniques on how to engage the customer to explore product opportunities, how to separate features, needs, and wants from specification and compare to the competition's offerings. The skill sets required to allow this discovery will be reviewed so participants can conduct this activity with friendly, hostile and knowledgeable customer representatives.

Engaging your Customer Content Includes:

• Techniques on how to engage your customer to explore opportunities for new products
• How to separate the wants, needs, and absolutes in identifying parameters of these new product opportunities
• The use of the tools available to help analyze the above

Upon completion, you will be able to:

• Meet with customer representatives to identify potential new products
• Effectively use specific Planning and Analysis tools to accomplish this discipline
• Actively contribute to a team in the Planning and Analysis dispassionately
• Improve the throughput of Business Development Operations
• Draw off of critical expertise available in the arena in a protected environment

The Business Excellence Consortium at the Milwaukee School of Engineering has partnered with Marconi Product Development Institute, Inc., a consulting group, dedicated to improving the development process through the use of organized, accurate and interdisciplinary practices. This partnership combines real world experience with a proven track record of knowledge transfer resulting in high impact training and implementation support!