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11 Feb

Customers first: Segmentation & Client Journey | EaSI Technical Assistance Webinar

Event Webinar

Presentation slides   Webinar recording


Customer centricity is a key concept to win over customers in today’s business world, characterised by a fast pace and information overflow.  A clear customer segmentation, combined with a well-defined customer journey, is often instrumental in reaching the right target groups and allow for business continuity and business success. Although particularly relevant in times of crisis, these concepts remain little known and even less applied in the microfinance sector.

In this EaSI Technical Assistance webinar we will have a closer look at the concepts of customer personas and customer journey mapping, two robust concepts particularly powerful when combined. Based on these concepts, we will shift the perspective from that of the microfinance institutions to the customers'. A most-needed adjustment to discover hidden shortcomings and potentials in the customer experience.

hannes graef After various positions in higher education and digital media, Hannes Gräf co-founded YAPU Solutions, which marked his starting point in the microfinance sector. He draws on 9 years of customer-facing positions in communication and business development. During this webinar, he will introduce hand-on concepts on how to put the customer in the center of your operations.


EaSI Technical Assistance to the European Microcredit Sector




This event is financed by the European Union Programme for Employment and Social Innovation (EaSI) 2014-2020. For further information:

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One of the many functions of the European Microfinance Network (EMN) is to organise debates and webinars addressing a wide range of subjects pertinent to microfinance in Europe. These activities are a chance to foster an exchange of ideas among different partners, and contribute to spreading knowledge of microfinance throughout Europe.
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