Excellence in Customer IntimacyFor developers collaborating closely with counterparts in other companies
Excellence in Customer Intimacy is an intense, 2.5-day classroom training that equips you with tools for efficient and productive customer communication in the context of joint development work. It supports relationships that are both authentic and satisfying.
We equip you with simple tools that capture best practices from the fields of Applications Engineering, Sales, Coaching and Psychology. Integrated in the ICON9 system, they help you to:
- Reduce the risks of any misunderstanding or other problems with customers
- Have client encounters …
- Which are increasingly productive
- From which you harvest more and better information
- Where you have more influence on the customer
- And where agreement is obtained more easily
For the moment, this course is only available in intra-company format. We do not yet have a public, inter-company version.
Our approach is based on an important communication principle: that a message must be adapted to the person receiving it. In this case, we are addressing Customer-Facing Engineers (CFEs): technical experts with important client contact responsibilities. Furthermore, to minimise the theory-practice gap, activities and exercises are customised on a course-by-course basis to match the work of participants.
- Review and assess the impact on your work of complex value chains and resulting customer intimacy
- Facilitate the balancing act between your core development role and your contribution to the supplier-customer relationship
- Reinforce your understanding the roles of commercial staff and enhace your work with them
- Learn and explore a set of tools for:
- The discovery of valuable information from a wide range of subject areas
- The synthesis and presentation of complex technical-commercial information
- Influencing decision makers, directly and indirectly
- Collaborative problem solving that respects the interests of all concerned.
Who should take this training?
This course targets hardware and software developers/product engineers who are exposed to external clients. While their primary role is internal, their external responsibilities are important for the support of and collaboration with key customers.
The training has a distinctly international flavour, and participants must be at ease with the English language, especially when reading (though course activities can be conducted in any language and lecture modules are given either in English or French, or through an interpreter).
The Training Program
You start learning from the moment you are subscribed, thanks to …
- A first interaction with your trainer concerning your work challenges, your expectations of the course and your image of your profession
- An introductory video
- Optionally, a pre-course exercise in collaboration with other trainees
You experiment and learn with your class …
Getting a deeper contextual understanding
- The role and challenges of the Customer-Facing Development Engineer in the B2B value chain
- The Encounter Process as a basis for analysing and managing client encounters
- Efficient encounter preparation, to ensure that all meetings – even those with frequent acquaintances – give a good return on the time invested
- Taking control of meetings – whether officially responsible or not, how to be response-able at all times
- Discovering valuable and varied information through the use of a solid mental model of the client situation
- Special situations: unhappy customers and delivering unwelcome news
- Practice: cross-presentations and role-plays for various situations related ot the customer intimacy context
Influencing the client … and perhaps their “frame of reference” also
- Tame the Hurry Monster and resist the temptation to look for solutions too early during customer interactions
- Learn a process for guiding the discovery process (inspired by Non-Violent Communication)
- Challenge customers in order to redirect conversations onto more productive territory
- Practice: exercises on the different parts of the Guiding Discovery process, in twos and threes; Challenger Reframe activity
Presentation Design and Reuse
- The “My Thoughts First” approach
- Building a powerful pitch with the MAP and TWO-MINUTE MESSAGE tools
- Practice: group work to create and present pitches for address challenging scenarios (either (1) given or (2) inspired from participants’ actual work)
Collaborative Problem Solving
- The limitations of root cause analysis
- The use of the systemic problem solving approach
- The OAR tool, especially for delegation to people who are not your direct reports
- The Five Minute Coaching tool to avoid taking on unnecessary work
- Practice: group work on the use of OAR and Five Minute Coaching to discuss issues and negotiate who does what
- A final activity that brings together what has been learnt so far, integrating it into your work context
- Summary and closing discussion
- Level 1 and 2 feedback, using the Kirkpatrick evaluation system
You are supported as you integrate learning into your professional practice …
- Through a detailed follow-up on the Kirkpatrick data, with reference answers and pointers to additional information
- One or more post-training conference calls to review and discuss progress
- Extended access to online resources at http://my.icon9.net (video, audio, scripts, downloads, …)
- Flash training sessions to reinforce certain learning points, tackle advanced subjects and work on the integration of theory into practice
- An individual CheckPoint project, culminating in a mini-coaching, based on a case study from your work.
The ICONDA Advantage
Proven and referenced
- ICONDA has delivered training courses, in English and French, all over the world for the past 10 years. We regularly stage events in multiple European countries, in the USA, in Japan and in AsiaPac.
- ICONDA Solutions has passed the rigorous DataDock acceptance checks, is registered with DataDock, and has been working with OPCA’s in France for many years
Facilitation by the CEO, Andy Betts
- A confirmed trainer and qualified coach (Institut Maieutis, level 2, code NSF 315, European level CEC: 6), certified in Process Communication by Kahler Communication France
- Over 25 year’s experience in high-tech industry, in Semiconductor, Electronic Design Automation (EDA) and associated software
- In-depth experience in both design roles and in the field (Sales, Marketing and Applications).
Bring the benefits of a coaching approach to training
- Training is about supporting and enabling participants to practice, much less about informing and explaining new ideas
- Long experience with coaching and training teams allows a flexible approach, adapted to each group and its mood on the day
- The facilitator’s deep background knowledge, together with ICONDA’s considerable training database, allow clarifying material to be injected into training sessions as and when appropriate.