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Customer Centricity - Advanced

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Overview

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"Customer Centricity - Advanced" is a focused course aimed at deepening professionals' understanding of the customer lifecycle. It emphasizes the creation of value through Customer Profile Analysis and compares Transactional and Relationship Approaches. Key product features identification, exceeding customer expectations, transforming complaints into opportunities, and CRM Planning & Implementation are core skills developed to enhance customer satisfaction and loyalty.

Intended audience

NA

Prerequisites

  • Open to All

Assessment & certification

  • Assessment fee: Included — no extra fee
  • Assessment mode: Online
  • Assessment type: MCQ
  • Assessment provider: Wadhwani foundation
  • Certificate provider: NA

Syllabus

  • Week 1: Understanding Customer Lifecycle
  • Week 2: Create Value: Customer Profile Analysis
  • Week 3: Transactional Approach Versus Relationship Approach
  • Week 4: Identify and Represent Key Features Of Products
  • Week 5: Exceeding Customer Expectations
  • Week 6: Turn Customer Complaints Into Opportunities
  • Week 7: CRM: Planning & Implementation

Taught by

Ms. Shipra Thappa, Experience: 17 Years

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