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Jagdish Sheth
This course suggests why companies should be customer centric. Customer centricity provides a number of competitive advantages including revenue growth and cost reduction. The key concept is customer lifetime value (CLV) For example, a typical household spends more than $500,000 over 15 years at nearby grocery stores. Customer centricity is important, but most organizations struggle to implement it properly. This is due to internal operations, processes, and most importantly, cost accounting systems. Since the industrial age, the cost accounting focus has been very product centric, and there needs to be a shift customer centric accounting. This course, taught by Professor Jagdish Sheth, 2020 Padma Bhushan Award winner for Literature and Education, offers videos, articles, and recommendations from senior industry leaders on how to successfully implement customer centricity.
Register for this course and see more details by visiting:
OpenCourser.com/course/fknyso/customer
What's inside
Syllabus
Introduction to Customer Centricity
With growing global competition and the commodification of products, it is important to develop and nurture customer loyalty. While loyalty programs such as airline frequent flyer programs are good, what is needed is the reorganization of the company from a product centric to a customer centric company.
Read more
Syllabus
Introduction to Customer Centricity
With growing global competition and the commodification of products, it is important to develop and nurture customer loyalty. While loyalty programs such as airline frequent flyer programs are good, what is needed is the reorganization of the company from a product centric to a customer centric company.
Read more
Implementing Customer Centricity
Customer centricity, while very useful, is very hard to implement. Internal processes and turf wars create obstacles for reorganizing from a product centric to a customer centric organization.
How to Create Value for Customers
The purpose of business is to create real value for its customers. Customers seek three main values: performance value, price value, and service value. Therefore, if you offer a superior product at a price lower than the competition in a customer friendly manner, you will become a market leader.
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Explores customer centricity, which is standard in business strategy
Taught by Jagdish Sheth, who is recognized for their work in marketing
Examines how to create value for customers, which is highly relevant to business operations
Develops skills for implementing customer centricity, which is essential for businesses today
Save this course
Save Customer Centricity as Competitive Advantage - Jagdish Sheth to your list so you can find it easily later:
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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 Customer Centricity as Competitive Advantage - Jagdish Sheth with these
activities:
Identify and Connect with a Mentor in Customer-Centricity
Show steps
A mentor can provide valuable guidance and support as you navigate your learning journey in customer-centricity.
Browse courses on
Customer Centricity
Show steps
-
Identify potential mentors through your network or professional organizations.
-
Reach out and schedule an introductory meeting.
-
Establish clear expectations and goals for the mentorship.
Compile a Glossary of Customer-Centricity Terms
Show steps
Creating a glossary will help you build a strong foundation in the language and concepts of customer-centricity.
Browse courses on
Customer Centricity
Show steps
-
Gather terms and definitions related to customer-centricity.
-
Organize the terms into a coherent structure.
-
Review and revise your glossary.
Review the Classic: Delivering Happiness
Show steps
Reviewing this book can provide you with real-world insights into the implementation of customer-centric strategies.
View
The Power of WOW: How to Electrify Your Work...
on Amazon
Show steps
-
Read the book and highlight key concepts.
-
Summarize the main principles of customer-centricity.
-
Analyze the case studies and examples provided in the book.
Five other activities
Expand to see all activities and additional details
Show all eight activities
Follow a Tutorial on Customer Lifetime Value (CLV) Analytics
Show steps
This guided tutorial will help you delve into the practical aspects of CLV analysis, which is a core concept in customer-centricity.
Browse courses on
Customer Lifetime Value (CLV)
Show steps
-
Choose a tutorial from a credible source.
-
Follow the steps outlined in the tutorial.
-
Apply the techniques to real-world examples.
Participate in a Customer-Centricity Workshop
Show steps
A workshop provides an immersive and interactive environment to develop your practical skills in customer-centricity.
Browse courses on
Customer Centricity
Show steps
-
Research and find a relevant workshop.
-
Register and prepare for the workshop.
-
Actively participate in discussions and activities.
Practice Customer Segmentation Analysis
Show steps
Segmentation is crucial for targeted marketing. This activity will help you develop your analytical skills in this area.
Browse courses on
Customer Segmentation
Show steps
-
Gather customer data and identify relevant variables.
-
Use statistical techniques to segment customers into distinct groups.
-
Analyze and interpret the segmentation results.
Attend an Industry Conference on Customer Experience
Show steps
Attending an industry conference can provide you with exposure to cutting-edge research and best practices in customer-centricity.
Browse courses on
Customer Experience
Show steps
-
Research and identify a relevant conference.
-
Register and prepare for the event.
-
Attend sessions and engage with speakers and attendees.
Create a Blog Post on Implementing Customer Centricity
Show steps
By creating a blog post, you will synthesize and reinforce your understanding of customer-centricity and its implementation.
Browse courses on
Customer Centricity
Show steps
-
Research and gather information on customer-centricity.
-
Organize your ideas and outline the structure of your blog post.
-
Write and edit your blog post.
Identify and Connect with a Mentor in Customer-Centricity
Show steps
A mentor can provide valuable guidance and support as you navigate your learning journey in customer-centricity.
Browse courses on
Customer Centricity
Show steps
Show steps
Show steps
- Identify potential mentors through your network or professional organizations.
- Reach out and schedule an introductory meeting.
- Establish clear expectations and goals for the mentorship.
Compile a Glossary of Customer-Centricity Terms
Show steps
Creating a glossary will help you build a strong foundation in the language and concepts of customer-centricity.
Browse courses on
Customer Centricity
Show steps
Show steps
Show steps
- Gather terms and definitions related to customer-centricity.
- Organize the terms into a coherent structure.
- Review and revise your glossary.
Review the Classic: Delivering Happiness
Show steps
Reviewing this book can provide you with real-world insights into the implementation of customer-centric strategies.
View
The Power of WOW: How to Electrify Your Work...
on Amazon
Show steps
Show steps
Show steps
- Read the book and highlight key concepts.
- Summarize the main principles of customer-centricity.
- Analyze the case studies and examples provided in the book.
Five other activities
Expand to see all activities and additional details
Show all eight activities
Follow a Tutorial on Customer Lifetime Value (CLV) Analytics
Show steps
This guided tutorial will help you delve into the practical aspects of CLV analysis, which is a core concept in customer-centricity.
Browse courses on
Customer Lifetime Value (CLV)
Show steps
Show steps
Show steps
- Choose a tutorial from a credible source.
- Follow the steps outlined in the tutorial.
- Apply the techniques to real-world examples.
Participate in a Customer-Centricity Workshop
Show steps
A workshop provides an immersive and interactive environment to develop your practical skills in customer-centricity.
Browse courses on
Customer Centricity
Show steps
Show steps
Show steps
- Research and find a relevant workshop.
- Register and prepare for the workshop.
- Actively participate in discussions and activities.
Practice Customer Segmentation Analysis
Show steps
Segmentation is crucial for targeted marketing. This activity will help you develop your analytical skills in this area.
Browse courses on
Customer Segmentation
Show steps
Show steps
Show steps
- Gather customer data and identify relevant variables.
- Use statistical techniques to segment customers into distinct groups.
- Analyze and interpret the segmentation results.
Attend an Industry Conference on Customer Experience
Show steps
Attending an industry conference can provide you with exposure to cutting-edge research and best practices in customer-centricity.
Browse courses on
Customer Experience
Show steps
Show steps
Show steps
- Research and identify a relevant conference.
- Register and prepare for the event.
- Attend sessions and engage with speakers and attendees.
Create a Blog Post on Implementing Customer Centricity
Show steps
By creating a blog post, you will synthesize and reinforce your understanding of customer-centricity and its implementation.
Browse courses on
Customer Centricity
Show steps
Show steps
Show steps
- Research and gather information on customer-centricity.
- Organize your ideas and outline the structure of your blog post.
- Write and edit your blog post.
Career center
Learners who complete Customer Centricity as Competitive Advantage - Jagdish Sheth will develop knowledge and skills
that may be useful to these careers:
VP of Customer Success
VP of Customer Success
VPs of Customer Success are responsible for ensuring that customers are successful with a company's products or services. This course may be useful as it provides insights into customer behavior and how to create value for customers. This knowledge can help VPs of Customer Success develop more effective strategies for improving customer retention and satisfaction.
Market Research Analyst
Market Research Analyst
Market Research Analysts conduct research to gather insights into customer behavior and preferences. This course may be useful as it provides insights into customer behavior and how to create value for customers. This knowledge can help Market Research Analysts develop more effective research methodologies and provide more valuable insights to clients.
Service Operations Manager
Service Operations Manager
Service Operations Managers are responsible for planning and managing customer service operations. This course may be useful as it provides insights into customer behavior and how to create value for customers. This knowledge can help Service Operations Managers develop more effective strategies for improving customer satisfaction and reducing costs.
Customer Relationship Manager
Customer Relationship Manager
Customer Relationship Managers are responsible for building and maintaining relationships with customers. This course may be useful as it provides insights into customer behavior and how to create value for customers. This knowledge can help Customer Relationship Managers develop more effective strategies for building strong customer relationships.
Customer Experience Manager
Customer Experience Manager
Customer Experience Managers are responsible for improving the customer experience across all touchpoints. This course may be useful as it provides insights into customer behavior and how to create value for customers. This knowledge can help Customer Experience Managers develop more effective strategies for improving customer satisfaction.
Marketing Director
Marketing Director
Marketing Directors are responsible for developing and executing marketing strategies for an organization. This course may be useful as it provides insights into customer behavior and how to create value for customers. This knowledge can help Marketing Directors develop more effective strategies that drive growth and profitability.
VP of Marketing
VP of Marketing
VPs of Marketing are responsible for developing and executing marketing strategies for an organization. This course may be useful as it provides insights into customer behavior and how to create value for customers. This knowledge can help VPs of Marketing develop more effective strategies that drive growth and profitability.
VP of Sales
VP of Sales
VPs of Sales are responsible for leading and motivating sales teams. This course may be useful as it provides insights into customer behavior and how to create value for customers. This knowledge can help VPs of Sales develop more effective sales strategies and build stronger relationships with customers.
Sales Manager
Sales Manager
Sales Managers are responsible for leading and motivating sales teams. This course may be useful as it provides insights into customer behavior and how to create value for customers. This knowledge can help Sales Managers develop more effective sales strategies and build stronger relationships with customers.
Product Manager
Product Manager
Product Managers are responsible for developing and managing products. This course may be useful as it provides insights into customer behavior and how to create value for customers. This knowledge can help Product Managers develop more effective products that meet customer needs and drive growth.
Strategy Consultant
Strategy Consultant
Strategy Consultants advise businesses on a variety of strategic issues, including customer relationship management and marketing. This course may be useful as it provides insights into customer behavior and how to create value for customers. This knowledge can help Strategy Consultants develop more effective strategies for their clients.
Consultant
Consultant
Consultants provide advice and guidance to businesses on a variety of topics, including marketing and customer relationship management. This course may be useful as it provides insights into customer behavior and how to create value for customers. This knowledge can help Consultants develop more effective strategies for their clients.
Digital Marketer
Digital Marketer
Digital Marketers are responsible for planning and executing marketing campaigns through digital channels such as social media, email, and websites. This course may be useful as it provides insights into customer behavior and how to create value for customers. This knowledge can help Digital Marketers develop more effective campaigns that reach and engage target audiences.
Brand Manager
Brand Manager
Brand Managers are responsible for developing and executing marketing strategies for a specific brand. This course may be useful as it provides insights into customer behavior and how to create value for customers. This knowledge can help Brand Managers develop more effective strategies that build strong brand loyalty.
Advertising Manager
Advertising Manager
Advertising Managers oversee the planning, execution, and evaluation of marketing campaigns. This course may be useful as it provides insights into customer behavior and how to create value for customers. Understanding these concepts can help Advertising Managers develop more effective campaigns that resonate with target audiences.
For more career information including salaries, visit:
OpenCourser.com/course/fknyso/customer
Reading list
We've selected 12 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
Customer Centricity as Competitive Advantage - Jagdish Sheth.
Provides a comprehensive overview of customer relationship management (CRM), including its history, benefits, and challenges. It valuable resource for anyone interested in learning more about CRM.
Save
Explores the power of customer loyalty and provides practical advice on how to build a loyal customer base.
Save
Comprehensive overview of marketing management, including its principles, strategies, and tactics. It valuable resource for anyone interested in learning more about marketing.
Provides a comprehensive overview of strategic marketing management, including its principles, processes, and tools. It valuable resource for anyone interested in learning more about strategic marketing.
Explores the challenges that large organizations face when they try to innovate. It valuable resource for anyone interested in learning more about innovation and disruption.
Save
Provides a simple framework for developing good strategy. It valuable resource for anyone interested in learning more about strategy and strategic planning.
Provides a practical guide to implementing the lean startup methodology. It valuable resource for anyone interested in learning more about創業 and innovation.
Save
Provides a practical guide to getting customers for your startup. It valuable resource for anyone interested in learning more about customer acquisition.
Provides a candid account of the challenges of building a successful business. It valuable resource for anyone interested in learning more about entrepreneurship and leadership.
Provides a unique perspective on innovation and創業. It valuable resource for anyone interested in learning more about how to build a successful startup.
Provides a comprehensive framework for understanding innovation and disruptive technologies. It valuable resource for anyone interested in learning more about how to create and sustain successful growth.
Save
Provides a practical guide to implementing design thinking in your organization. It valuable resource for anyone interested in learning more about how to solve problems and create value.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/fknyso/customer
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Level
Introductory
Via
Coursera
Institution
University System of Georgia
Instructor
Jagdish Sheth
Language
English
Transcript
tiếng Việt
This course belongs to a
collection
called
Customer Centricity with Professor Jagdish Sheth. It's comprised of four courses:
- Customer Centricity as Competitive Advantage - Jagdish Sheth (viewing)
- Managing Customer Expectations with Jagdish Sheth
- Strategies for Planned Social Change with Jagdish Sheth
- How to Become a Trusted Advisor with Jagdish Sheth
Good to know
Explores customer centricity, which is standard in business strategy
Taught by Jagdish Sheth, who is recognized for their work in marketing
Examines how to create value for customers, which is highly relevant to business operations
Develops skills for implementing customer centricity, which is essential for businesses today
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