Detailed Programme

Day 1 - Omnichannel in retail: the response to e-commerce

  • The customer journey in the digital era
    • Omnichannel: customer-centric commerce
    • Mapping the customer journey
    • Implications for the retailer and the branded goods manufacturer
  • Towards a new business model
    • The P&L of e-commerce vs. bricks & mortar retailing
    • Rethinking the value chain

Day 2 - The omnichannel customer interface

  • Omnichannel CRM 
    • The single view of the customer: cross-channel & cross-device
    • New analytics & big data
    • Towards a personalised shopping experience
  • The connected store
    • Rethinking the store network: number of doors & store formats
    • The omnichannel in-store experience
    • Rethinking channel management (branded goods manufacturers)

Day 3 - The omnichannel supply chain

  • The single view of stock
    • Omnichannel or multi-channel supply chain ?
    • The endless aisle
    • Integrating suppliers, DC's and stores
  • Shipments & returns
    • Drop shipping & ship from store
    • The laste mile
    • Cross-border commerce

Day 4 - The response to e-commerce

  • Competing in the digital era
    • The omnichannel product range
    • Pricing in a transparent world
    • Store staff & the self-service economy
    • Digital communication
  • Making it happen
    • Building the omnichannel organisation 

The Vlerick Difference

We have a unique approach to learning, which focuses on bringing theory to life, giving you the skills and insight you need to really make a difference. Spend time on our beautiful campuses, and you become part of one of the most active business communities in Europe, learning in a way that will help you to be a more effective and productive business leader throughout your career. Learning at Vlerick really is an experience far away from traditional classroom learning. You’ll work collaboratively with your faculty and fellow participants to bring your ideas to life in a robust and practical way.

Digital − the new normal in business − will also strengthen your learning process. Our online platform ‘Showpad’ and the use of a tablet grant you access to all of the learning materials anywhere, anytime, and enable you to go beyond note-taking: take pictures of the flipchart during a brainstorming exercise, record a video of a role play, participate in a quick poll, create a Wikipage together … and share them on the spot with your group.

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We facilitate your journey. You make the difference.

Drive real change in your organisation

A learning experience with real impact on your operations? A management programme tailored to the specific needs of your business? Contact us and discover how we can design and deliver customised programmes for your team that add genuine value to your organisation.

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Tel + 32 9 210 98 84
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Category: General Info Sessions

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Customer Value Proposition

Prof Deva Rangarajan, Programme Director of "Key Account Management" explains what a customer value proposition is and what the different building blocks of a succesful VP are.

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