Understanding the range and function of different relationship management processes used to build customer engagement models and manage the quality of customer relationships.


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Team Dynamics

Number of Participants

The Senteo Learning Experience Methodology
Introduction to Relationship Management Processes: Gain a foundational understanding of relationship management processes and their significance in building customer engagement models. Learn about the different types of relationship management processes used to manage and nurture customer relationships.
Building Relationship Management Processes for Contact & Dialogue with Customers: Explore strategies and best practices for designing relationship management processes that facilitate effective contact and dialogue with customers. Understand how to establish meaningful interactions and build strong relationships with customers through various communication channels.
Mapping Life Journeys (LJM) as a Calendar for Relationship Management: Learn about the concept of mapping Life Journeys (LJM) and how it serves as a calendar for relationship management. Discover how to identify key touchpoints in the customer journey and design relationship management processes that align with each stage of the customer's lifecycle.
Tools & Approaches for Establishing Current State & Tracking Progress: Acquire practical tools and approaches for assessing the current state of relationship management processes and tracking progress over time. Learn how to measure the effectiveness of relationship management initiatives, identify areas for improvement, and implement continuous enhancements.
The Power of Education & Communities for Engagement: Understand the importance of education and communities in fostering customer engagement. Explore how to leverage educational resources, content, and communities to deepen customer relationships and create loyalty. Learn strategies for using behavioral data to anticipate customer needs and provide customized experiences.
Customer Relationship Managers: Professionals who are specifically responsible for managing and nurturing customer relationships within an organization. This master class or workshop will provide them with a comprehensive understanding of relationship management processes and equip them with the skills to design and implement effective strategies for customer engagement.
Sales and Marketing Professionals: Individuals involved in sales and marketing roles who aim to enhance their customer relationship management skills. This This master class or workshop will provide them with insights into building strong relationships with customers, leveraging communication channels, and utilizing data to improve customer experiences.
Customer Service Representatives: Professionals who interact directly with customers and are responsible for maintaining positive relationships. This This master class or workshop will provide them with tools and techniques to effectively engage with customers, understand their needs, and provide customized experiences.
Business Owners and Entrepreneurs: Individuals who own businesses or are starting their own ventures and want to establish effective relationship management processes. This This master class or workshop will help them understand the importance of customer engagement and provide them with strategies to build long-term relationships with their customers.
Professionals Seeking Career Development: Individuals who aspire to advance their careers in customer relationship management, sales, marketing, or related fields. This This master class or workshop will enhance their skills and knowledge in designing and managing effective relationship management processes, making them valuable assets in their organizations.
Introduction to Relationship Management Processes
Building Relationship Management Processes for Contact & Dialogue with Customers
Mapping Life Journeys (LJM) as Calendar for Relationship Management
Tools & Approaches for Establishing Current State & Tracking Progress
The Power of Education & Communities for Engagement
Using Behavioral Data to be a Great Life Experience Partner
All of our educational programs follow a simple but very effective approach designed together with an organizational psychologist to improve the retention of concepts and stimulate application of the methodology to real world business needs. All programs are structured with the following four components:
Learn — understand the theory and mechanics behind each aspect of the methodology
Do — apply the different aspects of the methodology during exercises and work groups
See — observe real world applications, examples and case studies related to each aspect of the methodology
Extend — identify and support the possibilities for real-world applications of the methodology specific to current business needs and goals
Michael’s workshops and master classes are always memorable and rated as “excellent.” It’s a pleasure to work with him and the entire Senteo team.

We recently participated in an online training session with our colleagues from VTB about “Experiential Innovation”. During the training, Michael provided valuable insights into the economics of customer experiences, guided us in building Customer Journey Maps (CJMs), and highlighted the distinction between customer-centric and human-centric business models. He was exceptionally open, responsive, and generously shared his wealth of experience and knowledge. The training also gave me the opportunity to apply my understanding of behavioral economics and neurophysiology to real-life business cases. Once again, I want to express my gratitude to Michael and his entire team on behalf of myself and my colleagues. The experience was truly outstanding! 👍🔥

For someone like me, an IT specialist and tech enthusiast, Michael’s course was like a journey to Mars! It felt like discovering a whole new planet that I was thrilled to explore. Everything was fresh and incredibly interesting. And the best part? Thanks to Michel, complex concepts were explained in a simple language that I could easily grasp. The assignments were designed in a way that pushed me to come up with original ideas. I highly recommend it to everyone!

Achieving high productivity with minimal time investment!
Non-conventional and invaluable! From June 9th to 11th, I participated in the online training “Experiential Innovation,” and to say that it was an explosion of emotions, knowledge, and communication is an understatement! The materials provided by Michael are simple and easy to understand, and the tools used during the training are highly convenient. The result of this training is a boost of energy and even greater desire to delve deeper into the subject matter! Hold on, customers, this is going to be phenomenal! !#senteo

Clear explanations, valuable information, knowledgeable instructor.
I had the privilege to participate in Michael’s training about creating exceptional customer experiences. The experience was incredibly interesting, productive, and engaging. As someone who was new to online training, I was pleasantly surprised by the remarkable level of dynamics and engagement it offered. It was a truly cool and informative experience! I wholeheartedly recommend it to everyone.

Achieving high productivity with minimal time investment! Unconventional and valuable!

#senteo#MichaelRuckman
In an amazing way, he combines the depth of the subject with an easy delivery of complex materials. Employees from different levels participated in the online training “Experiential Innovation” for VTB Bank, and here are the key points highlighted by the participants:
1. Convenience and comfort of conducting the training over Zoom and utilizing Miro boards.
2. The training content. The connection between the product, the customer, long-term relationships, and creating innovative solutions to transition from a product-centric approach to a relationship-centric one is crucial and applicable to any innovation.
3. The chat support and participant engagement before the training were organized in a very natural and gentle manner.
4. The outcome of the training resulted in specific sets of innovative solutions in six different areas. This means that we could immediately put into practice what we worked on during the training. The knowledge gained is highly practical, which is essential for my company.
5. Michael:) I cannot fail to mention the charisma and vast experience of our trainer, Michael. It was extremely valuable that he shared his experience from different organizations.
In summary: I wholeheartedly recommend Senteo’s training sessions and plan to explore their other offerings as well.
#Senteo and #MichaelRuckman – each presentation reveals a new side of the CX approach. I like the fine balance of theory and practice, as well as the combination of both seriousness and humor in the presentations at conferences and workshops, which makes the process even more fascinating and engaging.

Great ideas and concepts for understanding the role of customer experience and customer relationship.

We took the UX Redesign course in an online format. Everything was organized excellently, with convenient tools for collaborative work. We didn’t notice any difference compared to in-person training. The team did a great job.

Training from #MichaelRuckman is all about simplifying the complex. The materials, delivery, and support are top-notch. After three days of training, the amount of knowledge acquired exceeded expectations. I want to specifically highlight the atmosphere, which inspires you to strive for new achievements! Thank you.

Irecently completed Michael Ruckman’s online training, “Experiential Innovation” for VTB Bank.” Three unforgettable days filled with an incredible emotional charge, a wealth of new knowledge and tools that can now be applied in practice. Throughout the training, I found myself realizing that every piece of information presented held immense value and would be beneficial in my future work. I extend a heartfelt thank you to Michael and the Senteo team for simply being who you are and for the outstanding work you do!

Great course! Helpful practice activities.

Michael is a regular keynote speaker and guest lecturer at Stockholm School of Economics, Skolkovo School of Management, UNLV, Financial University, BAI, EFMA, Lafferty, ICSC, MECS+R, as well as many other international conferences and corporate events. As well, Michael has authored dozens of educational courses in the areas of strategy, digital and business model transformation, leadership, customer experience, corporate culture development, gamification, customer relationship management (CRM), and others with over 30,000 participants since 2004.


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