Consulting Summary

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	Consulting Summary

In this document, Customer Delight Consulting LLC details the range of executive training programs available to business leaders and universities seeking training and teaching expertise focused on growing skills, capabilities, and knowledge of executives.

Customer Delight acquired its name based on the founder’s conviction that satisfying customers is a necessary, but not sufficient, goal for business success – delighting customers must be the objective.

Customer Delight was founded by Dr. William H. Murphy following many years of conducting Executive and MBA-level training/education seminars throughout the United States and China, as well as for companies and institutions across Asia. Dr. Murphy has also presented at numerous forums in Europe. 

When beneficial to the client, Customer Delight also draws on other expertise to compliment and complete the educational offering. Partners with Customer Delight have in the past included professors and executives from such institutions as Babson College and McKinsey & Company.

 

TRAINING, CONSULTING, AND PRESENTATION TOPICS

Below are topics/titles indicating areas of expertise on which William Murphy, Principal at Customer Delight, is available to talk with groups.

These topics/titles can be “off the shelf” or customized to meet particular client requirements. Customization decisions tend to depend on client time, budget, and training objectives.

Topic/Title	Intent	Typical Audience
Professional Selling	Intensive training for new salespeople Developing partnership selling skills Time and Territory Management skills	New sales people Experienced sales people Personnel being considered for a shift to sales
Sales Management	Sales force management as a strategic issue Recruitment, motivation, and appraisal processes for building a professional sales force Sales force training Compensation and incentives Coaching and motivating sales people	Sales people being groomed for sales management Sales managers requiring additional training & skill enhancement
Key Account Management	Designing a successful key account program Metrics for selecting key accounts Sell through complex purchasing structures Positioning the company to compete strategically Anticipating future needs of key accounts Building a strong competitive position	Sales managers Sales directors Marketing managers Business development managers Product managers
Marketing Concepts for Executives	Building a strong brand Definition of marketing Marketing decision making and marketing planning Mastering the basics Growing customer equity Segmentation, targeting, and positioning Customer closeness through market intelligence and market research Go-to-Market strategies: channels	Mid-level marketing and non-marketing executives
The Quality Service Advantage	Why superior service is critical for solid brand performance Identifying gaps in service performance Learning how to close service gaps through effective leadership skills	Customer service executives Brand managers Marketing managers
Pricing Frameworks and Applications	Strategic Frameworks and Logic behind pricing decisions Financials and Economics of Price Hands on thinking about price Application tools for business situations Integrating pricing goals with channel partners	Marketing and non-marketing executives Any executive seeking to make better use of the pricing lever
Improved Marketing Communications: Brand Building on the Web	Understanding critical steps from strategy to execution Branding on the internet and what it means for the brand Website interactions and metrics Linking offline and online strategies Emerging insights	Communications managers/ directors/specialists Advertising managers/ directors Brand/product managers Marketing managers/directors
Doing Business in Greater China	Why companies need to be in China Stages of commitment Issues to resolve in choosing how to grow in China Negotiations in China How to acquire and retain talent	Executives involved in business development and planning Marketing and sales personnel with global responsibilities Global operations personnel

Dr. William H. Murphy is the Principal at Customer Delight Consulting LLC, Senior Lecturer in the Marketing Department of the University of Wisconsin – Madison, and a visiting scholar at the China Europe International Business School (CEIBS; Jiaotong University, Mingang, Shanghai, P.R.C.) in Shanghai. At the University of Wisconsin he teaches at both undergraduate and graduate levels, directs sales and marketing programs at numerous executive education venues, and pursues research projects in the areas of personal selling and sales force management, relationship management, and international business. His well-received classes have earned him the Dean’s Academic Staff Excellence in Teaching Award (2005) and the MKT Professor of the Year Award (2002).

Dr. Murphy is a frequent speaker in Asia; for over eight years he has held a Visiting Scholar appointment at the highly rated Shanghai-based CEIBS. At CEIBS, William conducts executive training courses in Sales Management, Key Account Management, and Marketing Strategy as well as in-house programs for select clients. His clients have included major insurance carriers in China, companies in high technology sectors, and pharmaceuticals, among others.

Previously, Dr Murphy was an Assistant Professor at Babson College and a Senior Lecturer at the University of Auckland, New Zealand, where he taught in the Executive Diploma in Business Program. He has developed distance learning marketing strategy courses for executives, taught across several marketing topics, consulted for numerous firms in business-to-business and consumer markets, and provided guidance for entrepreneurial ventures in both traditional and internet markets. He has published in a number of journals including Journal of Marketing Science, Journal of Business Research, European Journal of Marketing, Industrial Marketing Management, Journal of Personal Selling & Sales Force Management, Marketing Research, and the Journal of Higher Education for Business and has written cases for a leading sales force management textbook. He is also on the Editorial Review Boards of Journal of Personal Selling & Sales Management and Industrial Marketing Management and is a member of the AMA (American Marketing Association) and the European Marketing Academy.

On a personal note, Dr. Murphy enjoys taking long evening walks with his wife as well as athletic pursuits including running and badminton; he is a former member of the U.S. Badminton National Team.

 

EXAMPLES OF ACTUAL PARTICIPANT FEEDBACK

 

REPRESENTATIVE CLIENTS and PARTICIPANTS

BANTA	National Roofing Contractor Association
AstraZeneca	Dalsin & Son, Inc. (roofing contractor)
Roche	China Life Insurance Company
Novartis	Ping An Insurance Company
3M	Sinochem
Aventis	Bayer Crop Science
Eli Lilly	GlaxoSmithKline
PharmacyOneSource

Clyde Bergemann Machinery, Shanghai; Tredegar Film Products Company Ltd; Shanghai Petrochemical Company Ltd; CVIC Software Engineering Co., Ltd; Black & Decker, China; Xian-Janssen Pharmaceutical Ltd; Strong Foods; Buick; Owens Corning; Shanghai Grasso Refrigeration Equipment Co.; Henkel Adhesive Company-Shanghai; Hutchison Optel Telecom Ltd; Panrico Food Processing Center; Jiangsu Chenfeng Group Co., Ltd; Shantou Henkel Adhesives-Beijing; YunNang Coshine Investment Co., Ltd; N.S.I.; Wonders Information Co., Ltd; InterChina Distribution Co., Ltd; Shanghai Foreign Service Co., Ltd; China Jinshan Associated Trading Corp; Nantong Teijin Co., Ltd; Linkage System Integration Co., Ltd; ABB High Voltage Switchgear Co., Ltd; Beijing Plus-Gangyan Orthopedic Products; Amphenol Runway Technology Co., Ltd; Sunyard System Engineering Co., Ltd; Brown-Forman Worldwide L.L.C.; Shanghai New Asiatic Pharmaceuticals Co.; Shanghai Hanson; Schering Plough China Ltd; Shanghai Foxboro Company; Hetruth System Ltd ; Brown-Forman Spirits Asia Pacific; Guang Dong Mobile Telecom Co. Ltd; Bosch Trading Co. Ltd; Huntsman Polyurethanes Co. Ltd; Johns Manville; Osram Fosham Lighting Co. Ltd; Maersk Logistics; Schering; GE Medical Systems China.