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Управление клиентским опытом
Алексей Иванов
Алексей Иванов
С каждым годом конкуренция в бизнесе ужесточается. Одним из важнейших факторов развития компании является понимание вашего бизнеса вашим клиентом, и то, как он видит ваши компанию.
Впечатления клиента от взаимодействия с бизнесом называются клиентским опытом...
Read more
С каждым годом конкуренция в бизнесе ужесточается. Одним из важнейших факторов развития компании является понимание вашего бизнеса вашим клиентом, и то, как он видит ваши компанию.
Впечатления клиента от взаимодействия с бизнесом называются клиентским опытом...
Read more
С каждым годом конкуренция в бизнесе ужесточается. Одним из важнейших факторов развития компании является понимание вашего бизнеса вашим клиентом, и то, как он видит ваши компанию.
Впечатления клиента от взаимодействия с бизнесом называются клиентским опытом (или Customer Experience - CX). Именно клиентский опыт влияет на лояльность, приверженность бренду и возвращаемость клиентов.
Слушатели курса познакомятся с инструментами CX-менеджмента, узнают как ими пользоваться на практике и как можно анализировать, измерять и управлять клиентским опытом
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Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Develops skills for customer experience management
Examines the role of customer experience in brand loyalty and customer retention
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Activities
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Управление клиентским опытом.
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Career center
Learners who complete Управление клиентским опытом will develop knowledge and skills
that may be useful to these careers:
Customer Experience Manager
Customer Experience Manager
A Customer Experience Manager is responsible for managing all aspects of the customer experience, from initial contact to post-purchase support. This course would be a valuable tool for Customer Experience Managers, as it would help them to develop a deep understanding of the factors that influence customer satisfaction, and create strategies to improve customer experience across all channels.
Marketing Analyst
Marketing Analyst
Marketing Analysts collect data and analyze customer behavior to help businesses understand their customers and develop effective marketing campaigns. This course would be helpful for Marketing Analysts, as it would help them to develop a deeper understanding of customer psychology and behavior.
Product Manager
Product Manager
Product Managers are responsible for the development and management of products and services. This course would be helpful for Product Managers, as it would help them to develop a deeper understanding of customer needs and wants, and to create products that meet those needs.
Sales Manager
Sales Manager
Sales Managers are responsible for leading and motivating sales teams to achieve their targets. This course would be helpful for Sales Managers, as it would help them to develop a better understanding of customer psychology and behavior, and to create sales strategies that are more effective at closing deals.
Business Analyst
Business Analyst
Business Analysts help businesses to identify and solve problems. This course would be helpful for Business Analysts, as it would help them to develop a deeper understanding of customer needs and wants, and to create solutions that meet those needs.
User Experience Designer
User Experience Designer
User Experience Designers create products and services that are easy to use and enjoyable to use. This course would be helpful for User Experience Designers, as it would help them to develop a deeper understanding of customer psychology and behavior.
Service Designer
Service Designer
Service Designers create and improve services that are efficient and effective. This course would be helpful for Service Designers, as it would help them to develop a deeper understanding of customer needs and wants, and to create services that meet those needs.
Consumer Insights Analyst
Consumer Insights Analyst
Consumer Insights Analysts analyze data to help businesses understand their customers and develop effective marketing campaigns. This course would be helpful for Consumer Insights Analysts, as it would help them to develop a better understanding of customer psychology and behavior.
Market Researcher
Market Researcher
Market Researchers collect and analyze data to help businesses understand their customers and develop effective marketing campaigns. This course would be helpful for Market Researchers, as it would help them to develop a better understanding of customer psychology and behavior.
Customer Success Manager
Customer Success Manager
Customer Success Managers are responsible for ensuring that customers are satisfied with their products and services. This course would be helpful for Customer Success Managers, as it would help them to develop a deeper understanding of customer needs and wants, and to create strategies to improve customer satisfaction.
Account Manager
Account Manager
Account Managers are responsible for managing and developing relationships with key customers. This course would be helpful for Account Managers, as it would help them to develop a deeper understanding of customer needs and wants, and to create strategies to improve customer satisfaction.
Technical Support Engineer
Technical Support Engineer
Technical Support Engineers provide technical support to customers. This course would be helpful for Technical Support Engineers, as it would help them to develop a better understanding of customer psychology and behavior, and to create strategies to resolve customer issues more effectively.
Call Center Agent
Call Center Agent
Call Center Agents are responsible for answering customer questions and resolving customer issues. This course would be helpful for Call Center Agents, as it would help them to develop a better understanding of customer psychology and behavior, and to create strategies to resolve customer issues more effectively.
Retail Sales Associate
Retail Sales Associate
Retail Sales Associates are responsible for selling products and services to customers. This course would be helpful for Retail Sales Associates, as it would help them to develop a deeper understanding of customer needs and wants, and to create strategies to improve customer experience.
Customer Service Representative
Customer Service Representative
Customer Service Representatives are responsible for providing customer service and resolving customer issues. This course would be helpful for Customer Service Representatives, as it would help them to develop a better understanding of customer psychology and behavior, and to create strategies to resolve customer issues more effectively.
For more career information including salaries, visit:
OpenCourser.com/course/7m40nj/upravlenie
Reading list
We've selected seven books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Управление клиентским опытом.
Provides a comprehensive overview of customer experience management, with a focus on creating a seamless and effortless experience for customers. It offers practical strategies and tools for improving customer loyalty and satisfaction.
Save
Provides a strategic framework for customer experience management, helping organizations to develop and implement a customer-centric approach. It covers topics such as customer journey mapping, customer segmentation, and metrics for measuring customer experience.
Explores the concept of the experience economy, where businesses compete for customer attention and loyalty by creating memorable and engaging experiences. It provides insights into how to design and deliver exceptional customer experiences.
Provides practical advice on how to create a memorable customer experience. It covers topics such as customer service, employee engagement, and customer feedback.
Save
Provides a theoretical framework for understanding customer experience and relationships. It covers topics such as customer value, customer loyalty, and customer engagement.
Provides a framework for designing and delivering customer experiences. It covers topics such as customer journey mapping, service design, and customer feedback.
Save
Provides a comprehensive guide to customer experience metrics. It covers topics such as customer satisfaction, customer loyalty, and customer churn.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/7m40nj/upravlenie
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Time
24 hours
Via
Coursera
Institution
Moscow Institute of Physics and Technology
Instructor
Алексей Иванов
This course belongs to a
collection
called
Управление продуктом. It's comprised of four courses:
- Основы продакт-менеджмента
- Управление клиентским опытом (viewing)
- CustDev: поиск, создание и развитие лояльных потребителей
- Трендвотчинг. Поиск трендов для перспективных продуктов
Good to know
Develops skills for customer experience management
Examines the role of customer experience in brand loyalty and customer retention
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