1. Financed bySupported byImplemented in cooperation with Financed bySupported byImplemented in cooperation with Customer Centricity Services and maintaining orientation towards customers Dusica SEMENCENKO Tijana SEKULIC Ana SEBEK Ljubica KOSTIC BUKARICA Ludmila STIHI Olesea FORTUNA

2. Financed bySupported byImplemented in cooperation with Why Customer Centric Businesses? Customer centric companies are more successful than those focused on products or profits. Creating a customer centric culture requires the commitment of everyone involved: from management and through all departments. Creating a customer centric culture must be coupled with cultivating that culture.

3. Financed bySupported byImplemented in cooperation with What we want to achieve in this course? Aim – contribute to the development of women entrepreneur knowledge and skills needed for sustainable customer relations for business start-up and growth Specific objectives include New methods in discovering and attracting your customers Adjusting your product and proposed unique value to customer needs Balancing your marketing mix and branding Establishing the sustainability of your customer relations

4. Financed bySupported byImplemented in cooperation with The structure of the module (4 days) 1. Discover and attract your customer 2. Unique Value Proposition 3. Marketing mix and branding 4. Develop sustainable relationship with your customer

5. Financed bySupported byImplemented in cooperation with Sessions Subjects per day and sessions Topic 1 Discover & Attract your customer Topic 2 – UVP (Unique Value Proposition) Topic 3 – Marketing Mix and Branding Topic 4 – Develop sustainable relationship with your customer Participants introductionEvaluation of the previous day Session 1 Identify the customer needs through market research Presentation of work / Open socials with successful entrepreneurs What is marketing and how to manage it? The Mix Customer Development and Satisfaction Session 2 How to monitor customer in scope of new needs and products What is unit value proposition (how to engineer it) Exercise your marketing mix Defining Customer Relationship Areas Session 3 Market research with limited sources Value Analysis Exercise What is BRAND? How to sustain the brand (internally, externally) Shaping Customer Loyalty Session 4 Definition of your ideal customer (B2B, B2C) Participative product development Presentation of work /Business Speed Networking (1 min elevator pitches and present the uniqueness Customer Retention and CRM

6. Financed bySupported byImplemented in cooperation with Module expected outcomes 1. Methods in market assessment and research 2. Ways to design UVP 3. The process of marketing mix formation 4. A sustainable brand aligned with customer expectations 5. An integrated CRM into your business strategy

7. Financed bySupported byImplemented in cooperation with Day 1 Discover and attract your customer Sessions Identify the customer needs through market research How to monitor customer in scope of new needs and products Market research with limited sources Definition of your ideal customer (B2B, B2C) and products 1. Market research with limited sources 2. Definition of your ideal customer (B2B, B2C)

8. Financed bySupported byImplemented in cooperation with Bibliography for Day 1 Discover and attract your customer Session 1 Session 2 Session 3 Session 4 and products 1. Market research with limited sources 2. Definition of your ideal customer (B2B, B2C)

9. Financed bySupported byImplemented in cooperation with Exercise: Market Room Learning by doing and products 1. Market research with limited sources 2. Definition of your ideal customer (B2B, B2C)