تجربة العملاء وخلق القيمة from Coursera

في ظل احتدام التنافس وتعدد المتغيرات التي تطرأ على الأسواق، أصبحت تجربة العملاء وطرق زيادة قيمة المنتج (Customer Experience and Value Creation) من أهم عناصر تفوق المؤسسات وأهم أسباب استمراريتها، مما ترتب عليه سعي واجتهاد الشركات كي تخلق ميزة تنافسية لمنتجاتها، وذلك من خلال تقديم قيمة أكبر للعملاء ومحاولة تقديم تجارب متميزة عند استخدام العملاء لكل منتج من المنتجات.

هذه الدورة هي دورة تمهيدية؛ فهي تلقي الضوء على أساسيات الموضوع بشكل عام بهدف التعريف به وبمحاوره الأساسية التي يجب الإلمام بها.

إذا كنت من المهتمين بفهم تجربة العملاء وخلق القيمة، أو كان مجال عملك يتطلب توظيف ذلك في سياق عملك، فهذه الدورة ستكون مثالية لإغناء خبرتك وتطوير مهاراتك بشكل فعال ومؤثر.

حيث ستزودك هذه الدورة باطلاع واسع ودقيق على مجموعة من المحاور المتعلقة بهذا الموضوع، مثل: التعرف على عوامل زيادة القيمة،

شرح تكلفة دورة الحياة وقيمة العملاء، فهم التعاون الجماعي وتجميع المصادر، فهم المقصود بتجربة العملاء الإجمالية.

What's inside

Syllabus

تجربة العملاء وخلق القيمة

ستزودك هذه الدورة باطلاع واسع ودقيق على مجموعة من المحاور المتعلقة بهذا الموضوع، مثل: التعرف على عوامل زيادة القيمة، شرح تكلفة دورة الحياة وقيمة العملاء، فهم التعاون الجماعي وتجميع المصادر، فهم المقصود بتجربة العملاء الإجمالية.

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Provides an introduction to fundamentals of the topic

Covers factors of increasing value

Explains lifetime value and cost of customers

Examines collaboration and resource pooling

Introduces ideas related to overall customer experience

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in تجربة العملاء وخلق القيمة with these activities:

Review basic statistical concepts

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It's imperative to ensure a strong grasp of fundamental statistical concepts and methodologies foundational to this course.

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Revisit basic probability theory and distributions
Review hypothesis testing and confidence intervals
Brush up on regression analysis fundamentals

Review Fundamental Concepts in Marketing

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Strengthen your understanding of marketing fundamentals to enhance your ability to create and deliver value to customers.

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Review core marketing concepts such as customer segmentation, target marketing, and marketing mix.
Explore case studies and examples of successful marketing campaigns.

Volunteer at a Customer-Focused Organization

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Gain practical experience and develop empathy by volunteering in a customer-focused role.

Browse courses on Customer Service

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Identify a customer-focused organization that aligns with your interests.
Inquire about volunteer opportunities.

Six other activities

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Engage in Group Discussions on Customer Experience Best Practices

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Expand your knowledge and gain different perspectives by engaging in discussions with peers on real-world customer experience challenges and solutions.

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Identify a topic for discussion.
Prepare by researching and gathering insights.
Participate actively in the discussion, sharing your own ideas and perspectives.

Explore the Customer Value Creation Framework

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Deepen your understanding of the key elements of customer value creation by exploring industry best practices and case studies.

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Identify key frameworks for customer value creation.
Analyze case studies of successful customer value creation initiatives.
Develop a plan to apply these frameworks to your own organization.

Analyze Customer Value Metrics and KPIs

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Sharpen your quantitative skills by practicing the analysis of customer value metrics and key performance indicators (KPIs).

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Identify relevant customer value metrics and KPIs.
Collect and analyze data on these metrics.
Interpret the results and make recommendations for improvement.

Design a Customer Experience Journey Map

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Solidify your understanding of the customer journey by creating a visual representation of the key touchpoints and interactions.

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Identify the key touchpoints and stages in the customer journey.
Map out the customer's emotions, pain points, and motivations at each stage.
Develop recommendations for improving the customer experience.

Develop a Customer Value Proposition Canvas

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Develop a concise and visually appealing canvas that summarizes your customer value proposition and key target segments.

Browse courses on Customer Value Proposition

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Identify your target customer segments.
Define the value proposition for each segment.
Create a visual representation of the customer value proposition canvas.

Participate in a Customer Experience Hackathon

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Push your boundaries and showcase your skills by participating in a hackathon focused on developing innovative solutions to customer experience challenges.

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Identify a hackathon that aligns with your interests.
Form a team or work individually.
Develop a solution that addresses a specific customer experience challenge.
Present your solution to a panel of judges.

Career center

Learners who complete تجربة العملاء وخلق القيمة will develop knowledge and skills that may be useful to these careers:

Customer Experience Manager

A Customer Experience Manager is responsible for ensuring that customers have a positive experience with a company's products or services. This course can help you develop the skills you need to be successful in this role by providing you with a comprehensive understanding of customer experience and value creation.

See salaries and explore the career path for Customer Experience Manager

Product Manager

A Product Manager is responsible for overseeing the development and launch of new products or services. This course can help you develop the skills you need to be successful in this role by providing you with a deep understanding of customer needs and how to create products that meet those needs.

See salaries and explore the career path for Product Manager

Marketing Manager

A Marketing Manager is responsible for developing and executing marketing campaigns that promote a company's products or services. This course can help you develop the skills you need to be successful in this role by providing you with a strong foundation in marketing principles and customer behavior.

See salaries and explore the career path for Marketing Manager

Sales Manager

A Sales Manager is responsible for leading a team of sales representatives and overseeing the sales process. This course can help you develop the skills you need to be successful in this role by providing you with a strong understanding of sales techniques and customer relationship management.

See salaries and explore the career path for Sales Manager

Customer Service Manager

A Customer Service Manager is responsible for overseeing a team of customer service representatives and ensuring that customers receive high-quality support. This course can help you develop the skills you need to be successful in this role by providing you with a deep understanding of customer service principles and best practices.

See salaries and explore the career path for Customer Service Manager

Business Analyst

A Business Analyst is responsible for analyzing business processes and developing solutions to improve efficiency and effectiveness. This course can help you develop the skills you need to be successful in this role by providing you with a strong foundation in business analysis techniques and customer needs assessment.

See salaries and explore the career path for Business Analyst

Project Manager

A Project Manager is responsible for planning, executing, and managing projects. This course can help you develop the skills you need to be successful in this role by providing you with a strong foundation in project management principles and customer relationship management.

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Operations Manager

An Operations Manager is responsible for overseeing the day-to-day operations of a business. This course can help you develop the skills you need to be successful in this role by providing you with a deep understanding of operations management principles and customer service.

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Quality Assurance Manager

A Quality Assurance Manager is responsible for ensuring that products or services meet quality standards. This course can help you develop the skills you need to be successful in this role by providing you with a strong foundation in quality assurance principles and customer feedback.

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Risk Manager

A Risk Manager is responsible for identifying and managing risks that could impact a business. This course can help you develop the skills you need to be successful in this role by providing you with a strong foundation in risk management principles and customer protection.

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Compliance Manager

A Compliance Manager is responsible for ensuring that a business complies with all applicable laws and regulations. This course can help you develop the skills you need to be successful in this role by providing you with a strong foundation in compliance principles and customer privacy.

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Data Analyst

A Data Analyst is responsible for collecting, analyzing, and interpreting data to help businesses make informed decisions. This course can help you develop the skills you need to be successful in this role by providing you with a strong foundation in data analysis techniques and customer insights.

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Financial Analyst

A Financial Analyst is responsible for analyzing financial data and making recommendations to businesses on how to improve their financial performance. This course can help you develop the skills you need to be successful in this role by providing you with a strong foundation in financial analysis principles and customer value.

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Management Consultant

A Management Consultant is responsible for helping businesses improve their performance by providing advice and guidance on a variety of topics. This course can help you develop the skills you need to be successful in this role by providing you with a strong foundation in management consulting principles and customer engagement.

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Entrepreneur

An Entrepreneur is someone who starts their own business. This course can help you develop the skills you need to be successful as an entrepreneur by providing you with a strong foundation in business principles and customer acquisition.

See salaries and explore the career path for Entrepreneur