86

Saat ini pelanggan memiliki pilihan berbagai produk untuk memenuhi kebutuhannya, sehingga loyalitas pelanggan menjadi tujuan yang semakin sulit dicapai. Bagaimana perusahaan menciptakan layanan yang konsisten dan membuat pelanggan agar kembali lagi?Pengalaman pelanggan (Customer experience/CX) menjadi kunci pembeda dengan pesaing danmerupakan salah satu faktor penentu keberhasilan produk di pasaran. Oleh karena itu, strategi CX perlu dirancang dengan baik agar pelanggan bukan hanya merasa puas melainkan mampu meninggalkan kesan yang memorable dalam benak pelanggan sehingga dapat menciptakan loyalitas pelanggan. Proses perancangan diawali dengan pemahaman terhadap pelanggan seperti karakteristik pengguna jasa offline maupun online yang saat ini sedang mengalami perkembangan yang pesat, dengan tujuan akhir untuk meningkatkan CX serta mengintegrasikan inisiatif dengan keseluruhan strategi perusahaan.

Menjawab Masalah Apa

Setelah mengikuti pelatihan ini peserta akan mampu:• Konsep Customer Experience (CX)• Perilaku konsumen yang mempengaruhi kebutuhan dan keinginan pelanggan.• Pemetaan customer journey saat ini dan langkah untuk meningkatkannya• Tahapan merancang strategi CX.

Manfaat Apa yang Anda Peroleh

• Konsep Customer Experience (CX)• Customer Journey Mapping• Mengelola Offline & Online CX• Tahapan merancang strategi CX dan serta mengintegrasikan inisiatif dengan keseluruhan strategi perusahaan• Implementasi penerapan CX yang efektif

Apa Saja yang Dibahas

Manajer dan Supervisor yang terlibat dalam mencipta-kan atau mengelola pengalaman pelanggan, mulai dari pemasar hingga pakar strategi hingga analis bisnis

Siapa yang Perlu Ikut

• Lecturing• Diskusi kasus

Metode Pelatihan

Nowadays, customers retains several options of various products or services to choose to fulfill their needs, hence customer loyalty is getting more difficult to achieve. How company will be able to create consistent service and to attract customer to return to buy the goods/services? Customer experience (CX) becomes the key difference against the competitor and it also becomes one of the factors to determine the success of product in the market. Thus, CX strategy has to be well planned, in order that the customer will not only be satisfied, rather it will be able to create a memorable impression within customer’s mind to create customer royalty. The planning process is started with understanding of the customer itself, such as the characteristic of off-line or on-line users, which nowadays is showing a tremendous progress, with the final objective is to increase CX and to integrate the initiatives with the whole company strategy.

Problems To Be Addressed

Having attended this program, participants are expected to be able to: • Understand regarding the concept of Customer Experience (CX)• Understand the consumer behavior which influences the needs and wants of customer • Understand on how to map the current customer journey and recognize the steps to enhance it • Understand the steps on how to plan CX strategy

Objectives

• Concept of Customer Experience (CX)• Customer Journey Mapping• Managing the Offline & Online CX• Steps to plan the CX strategy and to integrate the initiatives with the whole company strategy • Effective CX implementation

Subjects Covered

• Lecturing• Case discussion

Delivery Method

Manager and Supervisor that are involved in creating or managing customer experience, including marketer, strategy expert and business analyst

Who Should Attend

DESIGNING AN EXCEPTIONALCUSTOMER EXPERIENCE

MARKETING MANAGEMENT

ID EN

IDR 4.800.000

27-29 Mar 18-20 Sep

DEC

ISIO

NSC

IEN

CE

16

40

16

16

2

5

2

2

5.800.000

8.400.000

4.800.000

4.900.000

HU

MA

N R

ESO

URC

E M

AN

AG

EMEN

T

05. HR for Non HR Managers

06. Human Resources Management

07. Comprehensive Job Analysis

08. Designing Training Program

09. Evaluating Training Program

10. Measuring Return On Training Investment - ROTI

11. Remuneration Management

12. Industrial Relations Conflict Resolution

13. Designing Competency Model

14. Competency Based Recruitment & Selection

15. Practical Behavior Based Interview

16. Designing Learning Program

17. Talent Management

18. Human Capital Management Certification (HCMC)

- Modul 1 : Aligning HCM Strategy and Corporate Strategy

- Modul 2 : Acquisition and Develop the Right Employee

- Modul 3 : Retain the Best Employee

- Modul 4 : Increase Employee Engagement

19. Assessment Center Assessor Certification

16

40

24

20

16

16

24

16

16

20

16

24

16

32

24

24

24

40

2

5

3

2.5

2

2

3

2

2

2.5

2

3

2

4

3

3

3

5

ST

RAT

EGIC

MA

NA

GEM

ENT

20. Design Thinking For Innovation

21. Business Acumen

22. Pricing Strategy

23. Company Strategic Planning

24. Managing Organizational Change

25. Business Model Canvas

26. Business Process Mapping

27. Feasibility Study

28. Integrated Risk Management

29. Innovation Strategy

30. Product Innovation Management

31. Managing Innovation For Growth

24

20

16

20

16

20

16

20

20

16

24

24

3

2.5

2

2.5

2

2.5

2

2.5

2.5

2

3

3

5.500.000

5.100.000

5.000.000

7.000.000

5.500.000

5.500.000

5.000.000

6.500.000

6.500.000

6.500.000

5.800.000

5.800.000

28 Jan - 01 Feb

28 Jan - 01 Feb

30 Oct - 01 Nov

31 Jul - 02 Aug

27-28 01-02 09-10 04-0524-2501-05

29 Jul - 02 Aug

28 Jan - 01 Feb 25-2925 Feb - 01 Mar

26-30

17-18 21-22

07-08

07-08

24-25 07-08 06-07

05-06 10-11 15-16

11-15

11-15

27-29

05-06 28-29

28-29

08-12

24-26

01-02

29-30

10-12 16-18

12-14

07-08

20-22

27-28

13-14 08-09

21-23

17-19

01-05 05-09 09-13 07-11 04-08 09-13

13-15

17-19

11-12 03-04

20-22

12-15

27-29

06-08

13-14

09-11 17-19 09-11 17-19

13-15

26-28

05-06

24-26

24-25

07-09

16-17

20-22

06-08

18-20 11-13

08-09 04-05 04-05

27-28

20-22

02-03

16-18

23-25

21-23

07-09

10-12

25-2714-16

29-30 11-12

13-15

17-20

14-16 20-22

15-16 04-05 27-28

08-12

24-25

10-11

19-23 16-20

25-27

14-18

01-03

23-24

30-31

08-10

11-15

27-29

20-21

09-13

10-12

17-18

22-26 23-27 21-25 18-22 16-20

11-1213-14

27-28

16-17

03-04

18-19

20-21 21-22

4.500.000

7.000.000

5.200.000

5.800.000

5.200.000

5.200.000

5.400.000

4.800.000

5.200.000

5.500.000

5.500.000

5.200.000

5.200.000

22.000.000

7.900.000

5.700.000

5.700.000

5.700.000

10.000.000

01. Strategic Decision Making

02. Minaut Indonesia - Problem Solving and Decision Making

03. Practical Problem Solving

04. Creative Thinking Technique

JanProgram Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Hours Days StaffParticipantsSpv Mgr Sr Mgr Price

NEW

MA

RK

ETIN

G M

AN

AG

EMEN

T

40. Direct & Database Marketing

41. Designing an Exceptional Customer Experience

42. Developing Digital & Social Media Strategies for Business

43. Upgrowth Program for Manager Marketing and Supervisor

44. Advance Competitive Marketing Strategy

45. Building Brand Equity and positioning

46. Marketing Management

47. Building Service Culture

48. Customer Satisfaction Management

49. Customer Service Orientation Enhancement

50. Marketing Channel Strategy

51. Sales Management

52. Salesmanship

53. Negotiation Skill for Business

54. Applied Marketing Research

PERS

ON

AL

EFFE

CTI

VEN

ESS

30-31

19-21

05-06 10-11

23-25 24-26

30-31

19-21

10-12

18-20

27-28

13-14

23-25

02-03

16-17

09-10

10-12

14-16

14-15

07-08

16-18

07-09

22-23

10-12

01-02

29-30

19-21

13-14

06-08

27-28

31 Jul - 01 Aug

FIN

AN

CIA

L M

AN

AG

EMEN

T

55. Finnon : for Public Sector

56. Finnon : Understanding Financial Statement

57. Finnon : Profit Planning & Capital Budgeting

58. Working Capital Management

59. Effective Cost Management

60. Budgeting

61. Financial Statement Analysis

62. Financial Projection & Valuation

63. Internal Audit

64. Forensic Accounting & Fraud Investigation

65. Financial Aspects on Feasibility Study

20

20

16

16

20

16

16

16

32

24

16

2.5

2.5

2

2

2.5

2

2

2

4

3

2

4.400.000

6.500.000

5.300.000

5.200.000

5.200.000

5.500.000

6.200.000

5.400.000

5.800.000

5.800.000

5.000.000

29-31

03-05

16-18 14-16 10-12 08-10 17-19

04-05

18-20

10-11

04-05

13-15

12-13

05-06

27-29

20-21

22-24

15-16

02-03

04-05

25-26

28-29

06-07

21-23

24-25

17-18

09-12

19-21

12-14 10-12 21-23

07-08

14-15

23-25

01-02

10-12

27-28

05-06

12-15

20-21

27-28

07-08

31 Jul - 02 Aug

29 Oct - 01 Nov

31 Jul - 01 Aug

26-2805-07

13-15

27-29

22-23

18-20

30-31

13-15

04-06

17-19

11-12

03-05

26-28

20-22

26-27

05-07

13-15

02-04

09-10

16-18

23-25

01-03

04-06

10-12

25-26

03-05

16-18

03-05

09-11

28-30

21-22

15-17

15-17

07-09

22-23

29-30

24-26

10-12

01-02

20-22

12-14

27-29

20-21

30 Jan - 01 Feb

27 Feb - 01 Mar

29 Jul - 02 Aug 28 Oct - 01 Nov

30 Jul - 01 Aug

16

20

24

48

24

20

24

16

20

16

20

20

16

20

20

2

2.5

3

5

3

2.5

3

2

2.5

2

2.5

2.5

2

2.5

2.5

4.500.000

4.800.000

4.500.000

7.500.000

6.200.000

5.100.000

5.300.000

5.500.000

5.500.000

5.000.000

5.500.000

5.200.000

4.500.000

5.500.000

5.200.000

JanProgram Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Hours Days StaffParticipantsSpv Mgr Sr Mgr Price

19-2121-2309-11

32. Enhancing Your Personal Effectiveness

33. Effective Business Communication

34. Report Writing

35. Powerful Business Presentation

36. Time Management

37. Stress Management

38. Interpersonal Softskills

39. Strengthening Your Leadership Talent

5.000.000

4.800.000

5.000.000

5.000.000

5.000.000

4.500.000

5.000.000

5.000.000

2

2.5

2.5

2.5

2

2

2

3

16

20

20

20

16

16

16

24

OPE

RAT

ION

MA

NA

GEM

ENT

73. Managing Service Operation

74. Engineering (Fixed) Asset Management

75. Running Your Microsoft Project

76. Starting a Project Management Office / PMO

77. Designing Work Instruction

78. Effective Performance Dashboard

79. Production/Operation Management

80. Quality Management System

81. Supply Chain Management

82. Production/Operation Planning & Control

83. Inventory Management

84. Purchasing Management

85. Warehouse Management

86. Maintenance Management

87. Logistic Management

88. Project Management

89. Owner's Estimate / Harga Perkiraan Sendiri

90. Project Procurement and Risk Management

91. Excellent Manufacture Operation

29-31

07-08

05-06

01-02

10-11

03-04

03-04

17-19

14-16

25-26

09-10

27-29

27-28

04-05

03-05

17-19

11-13

17-19

06-08

13-15

19-20

05-07

20-21

12-14

30-31

01-02

23-24

15-17

09-10

23-25

04-06

18-20

11-13

24-26

04-05

21-23

27-29

07-09

14-16

10-12

30-31

17-18

23-25

08-09

15-17

07-09

21-23

24-25

10-12

24-26

10-12

01-02

20-22

12-13

05-06

26-28

20-22

19-21

13-15

20-22

27 Feb - 01 Mar

30 Oct - 01 Nov

16

16

16

16

16

16

24

16

24

24

24

20

20

16

16

24

20

16

24

2

2

2

2

2

2

3

2

3

3

2.5

2.5

2.5

2

2

3

2.5

2

3

4.700.000

4.700.000

4.500.000

4.500.000

4.500.000

4.500.000

6.000.000

4.800.000

6.500.000

6.000.000

6.000.000

6.000.000

6.000.000

5.500.000

5.000.000

7.000.000

4.800.000

5.000.000

4.800.000

All Program Will Be Presented in Bahasa Indonesia

GEN

ERA

L M

AN

AG

EMEN

T

75

25

50

24

16

24

16

16

24

31

25

6

3

2

3

2

2

3

12.500.000

6.200.000

4.500.000

5.000.000

4.700.000

4.500.000

4.700.000

66. Business Essentials for Managers (Hybird Learning Program)

- Online Program

- Inclass Program

67. Training for Trainers

68. Key Performance Indicators

69. Office Management

70. Filing Management

71. Designing Standard Operating Procedure (SOP)

72. Management for Professional Secretary

31 Jul - 01 Aug

01 Jul - 02 Aug 28 Oct - 29 Nov

12-14 26-28 01-03 17-1909-11

05-06 15-16 07-08

05-10 02-07

30-31

20-22 11-13 20-2217-19

01-02 21-22 06-07

04-05 04-0516-1703-0429-3020-21

28-30 11-1324-2613-15

MA

NA

GIN

GO

TH

ERS

92. Leading With Emotional Intelligence

93. Effective Supervisory Management

94. Managing People

95. Effective Leadership

96. Leader as A Coach

29-31 26-28 26-28

20-22

05-06 09-10

07-09 09-11 06-08 10-12 08-10 05-07 03-05

13-15

29-30

23-24

04-06

20-21 17-1801-02

14-15

24-26

15-16

29-30

01-02

06-07

20-21

16

24

20

16

16

2

3

2.5

2

2

4.800.000

5.950.000

6.000.000

6.500.000

5.200.000

03-04 28-29

JanProgram Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Hours Days StaffParticipantsSpv Mgr Sr Mgr Price

NEW

NEW

1.500.0002.100.0001.500.0001.800.0002.100.0001.500.0001.200.0002.200.0002.100.0001.200.0002.000.0001.800.0001.800.0001.600.0001.800.0001.600.0001.500.0001.200.0001.500.0001.800.0001.800.0001.800.0001.800.0001.500.0001.800.000

SERTIFIKASI NASIONAL INDONESIAHours Days Price (IDR)JanProgram Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Ujian LSP

402640402845242424202-3

5.875.0007.000.000

11.000.00010.500.000

9.500.00010.000.000

9.500.0009.500.0009.500.0008.000.0002.500.000

546546333

2.51

01. Pengadaan Barang/Jasa Pemerintah02. Certified Risk Management Officer (CRMO)03. Certified Risk Management Professional (CRMP)04. Manajer SDM05. New Product Development Manager06. Corporate Forensic Auditor07. Supply Chain Manager08. Warehouse Manager09. Logistic Manager10. Logistic Supervisor

25 Feb - 01 Mar

27-29 Mar, 13 Apr 30 Oct - 01, 16 Nov31 Jul - 02, 24 Aug

21-23 Aug, 07 Sep

22-26 Jul, 03 Aug

22-2612-15

11-16

13-15,30 11-13,28

20-2320-23 18-2102-07

18-22,30 16-20,28

14-16,31

04-08,16

06-08,23

21-2623-26

22-27

10-12,27

23-26 15-18 16-1915-19 23-27 02-06

JanProgram Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Price (IDR)

01. Practical Problem Solving02. Creative Thinking Technique03. Effective Business Communication04. Business Presentation Skills05. Manajemen SDM06. Menyusun Struktur & Skala Gaji07. Menyusun Uraian Pekerjaan08. Company Strategic Planning09. Value Chain Analysis10. Business Model Canvas11. Risk Management12. Finon 1 : Memahami Laporan Keuangan13. Finon 2 : Profit Planning & Capital Budgeting14. Manajemen Pergudangan15. Manajemen Proyek16. Manajemen Sediaan17. Praktis Menyusun SOP18. Gemba Kaizen + Sikap Kerja 5S19. Salesmanship20. Negotiation Skill for Business21. Sales Management22. Service Excellence23. Leader as A Coach24. Meningkatkan Efektivitas Fungsi Supervisor25. High Performance Leadership

01 - 26

01 - 26

01 - 26

01 - 26

01 - 26

01 - 26

04 - 29

04 - 29

04 - 29

04 - 2904 - 29 01 - 26

01 - 26

01 - 2601 - 26

05 - 3002 - 27

02 - 27

02 - 27

02 - 27

02 - 27

02 - 27

04 - 2904 - 29

05 - 30

05 - 30

05 - 30

05 - 30

05 - 30

05 - 3004 - 29

04 - 29

04 - 29

04 - 29

04 - 29

18 Feb - 15 Mar

18 Feb - 15 Mar

18 Feb - 15 Mar18 Feb - 15 Mar

04 Feb - 01 Mar

04 Feb - 01 Mar

04 Feb - 01 Mar04 Feb - 01 Mar

04 Feb - 01 Mar

18 Mar - 12 Apr

18 Mar - 12 Apr

19 Aug - 13 Sep

19 Aug - 13 Sep

19 Aug - 13 Sep

29 Apr - 24 May

29 Apr - 24 May

29 Apr - 24 May

08 Apr - 03 May

08 Apr - 03 May

08 Apr - 03 May08 Apr - 03 May

08 Apr - 03 May

08 Apr - 03 May

15 Jul - 09 Aug

15 Jul - 09 Aug

15 Jul - 09 Aug

14 Oct - 08 Nov

14 Oct - 08 Nov

14 Oct - 08 Nov

14 Oct - 08 Nov

17 Jun - 12 Jul

17 Jun - 12 Jul

17 Jun - 12 Jul

15 Jul - 09 Aug

15 Jul - 09 Aug

15 Jul - 09 Aug

24 Jun - 19 Jul

24 Jun - 19 Jul

24 Jun - 19 Jul

24 Jun - 19 Jul

24 Jun - 19 Jul

24 Jun - 19 Jul

18 Nov - 13 Dec18 Nov - 13 Dec

18 Nov - 13 Dec

18 Nov - 13 Dec18 Nov - 13 Dec

18 Nov - 13 Dec

30 Sep - 25 Oct

30 Sep - 25 Oct

30 Sep - 25 Oct

30 Sep - 25 Oct

16 Sep - 11 Oct

16 Sep - 11 Oct

PERSONALEFFECTIVENESS

HUMANRESOURCESMANAGEMENT

STRATEGICMANAGEMENT

FINANCIALMANAGEMENT

OPERATIONMANAGEMENT

MARKETINGMANAGEMENT

MANAGINGOTHERS

ONLINE TRAINING

02 - 2730 Sep - 25 Oct

18 Mar - 12 Apr04 Feb - 01 Mar

29 Apr - 24 May18 Mar - 12 Apr

29 Apr - 24 May18 Mar - 12 Apr

16 Sep - 11 Oct19 Aug - 13 Sep

16 Sep - 11 Oct19 Aug - 13 Sep

16 Sep - 11 Oct19 Aug - 13 Sep

15 Jul - 09 Aug17 Jun - 12 Jul

30 Sep - 25 Oct19 Aug - 13 Sep

14 Oct - 08 Nov16 Sep - 11 Oct

14 Oct - 08 Nov16 Sep - 11 Oct

18 Nov - 13 Dec14 Oct - 08 Nov

14 Oct - 08 Nov16 Sep - 11 Oct 18 Nov - 13 Dec

01 - 2617 Jun - 12 Jul

01 - 2617 Jun - 12 Jul

Nama Pelatihan

Tanggal Pukul :

Biaya

Nama Perusahaan

Alamat Surat

No. Telp. Persh Fax Persh :

Contact Person Telp / HP

Email Jabatan

Bidang Usaha

No. Email HP L/P

1

2

3

4

5

Formulir Pendaftaran Program Pengembangan Eksekutif 2019 PPM Manajemen | www.PelatihanManajemen.Com

BagianNama Peserta Jabatan

5

Bagian Pelayanan Pelanggan: Pembayaran dilakukan secara transfer ke:

BANK MANDIRI

Telp : (021) 8798-4777 Cabang Thamrin

Fax : (021) 8799-1059 No. Rek. : 1 0 3 - 0 0 8 5 2 8 8 5 8 - 3Mobile : 0815 5995 6195 a/n: Yayasan Pendidikan & Pembinaan Manajemen

E-mail : support@manajemenforum.comWebsite : www.pelatihanmanajemen.com BANK CENTRAL ASIA

Cabang Kwitang

No. Rek. : 6 8 6 0 1 3 8 5 5 5a/n: Yayasan Pendidikan & Pembinaan Manajemen

Pembayaran akan kami lakukan :

Tanggal Pembayaran :……………………………………..Transfer melalui Bank : ……………………………………

Pendaftar, Konfirmasi,

……………………………….. '………………………………

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support@manajemenforum.com

PERHATIAN - KETENTUAN PEMBATALAN !

TEMPAT PENYELENGGARAANPPM Manajemen - Gedung Bina Manajemen, Jl. Menteng Raya No. 9 Jakarta Pusat 10340

Bersama ini kami konfirmasikan pendaftaran nama tersebut diatas dan kami menyetujui semua ketentuan yang berlaku.

• Denda sebesar Rp 500.000,- (lima ratus ribu rupiah) untuk pembatalan yang dilakukan 2 (dua) hari kerja sebelum tanggal

penyelenggaraan.

• Denda sebesar 50% dari biaya program untuk pembatalan yang dilakukan 1 (satu) hari kerja sebelum tanggal penyelenggaraan.

• Denda sebesar 100% dari biaya program untuk pembatalan yang dilakukan pada tanggal penyelenggaraan.

• Seluruh biaya yang telah diterima akan dikembalikan apabila pembatalan dilakukan oleh PPM Manajemen

PEMBAYARAN

(Mohon bukti transfer di email sebelum pelatihan)

INFORMASI PENDAFTARAN

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Forum Kajian Manajemen (FKM) PPM/2010