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Carlos Alves
Nossas boas-vindas ao Curso A Organização Centrada na Jornada no Cliente.
Read more
Nossas boas-vindas ao Curso A Organização Centrada na Jornada no Cliente.
Read more
Nossas boas-vindas ao Curso A Organização Centrada na Jornada no Cliente.
Neste curso, você aprenderá que objetivos de negócio de uma empresa somente podem ser atingidos se houver co-criação de valor entre seus profissionais e fornecedores. Para tanto, os clientes devem estar no centro de suas definições e atividades. Ao discutir os objetivos em conjunto, é possível entender os desafios, construir soluções efetivas em conjunto e ser mais assertivo no uso de recursos corporativos, que efetivamente entreguem valor.
Ao final deste curso, você será capaz de:
- Identificar e discutir os objetivos de negócio do cliente.
- Desenhar e acompanhar sua jornada e experiência com o provedor de serviço.
Este curso é composto por quatro módulos, disponibilizados em semanas de aprendizagem. Cada módulo é composto por vídeos, leituras e testes de verificação de aprendizagem. Ao final de cada módulo, temos uma avaliação de verificação dos conhecimentos.
Estamos muito felizes com sua presença neste curso e esperamos que você tire o máximo de proveito dos conceitos aqui apresentados.
Bons estudos!
Register for this course and see more details by visiting:
OpenCourser.com/course/m3si4o/a
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What's inside
Syllabus
Relacionamentos Interno e Externo
Para construir valor em conjunto, é preciso estabelecer relações entre as pessoas: criando um ambiente de confiança e abertura, as discussões são mais diretas e proveitosas. Para tanto é preciso desenvolver habilidades interpessoais, além de desenhar processos que mostrem claramente as responsabilidades e interações entre diferentes áreas dentro e fora da empresa.
Read more
Syllabus
Relacionamentos Interno e Externo
Para construir valor em conjunto, é preciso estabelecer relações entre as pessoas: criando um ambiente de confiança e abertura, as discussões são mais diretas e proveitosas. Para tanto é preciso desenvolver habilidades interpessoais, além de desenhar processos que mostrem claramente as responsabilidades e interações entre diferentes áreas dentro e fora da empresa.
Read more
Gerenciamento de Soluções
A era de vender o produto ao cliente e ir embora já passou. Com a grande quantidade de produtos e soluções existentes à disposição no mercado, os clientes querem você junto em cada interação, em cada descoberta, em cada aplicação de funcionalidades. Neste módulo veremos como trabalhar a solução desde o momento de sua concepção, testes e viabilidade comercial e técnica.
A Organização Ágil é Estrutura para o Sucesso do Cliente
A adoção de metodologias ágeis no planejamento e na operação dos serviços são pré-requisitos estruturais para o sucesso do cliente. A organização precisa ser capaz de evoluir seu produto com a agilidade que o cliente demanda, pois com estes métodos é possível construir soluções que criam valor para o cliente e o fornecedor.
Análise de Dados e Métricas de Sucesso
Para se obter sucesso, é preciso estabelecer processos de análise e métricas que sejam efetivos para acompanhar o uso da solução pelo cliente e como está se aproximando de seus objetivos de negócio. Neste módulo, são apresentados métodos simplificados que podem ser usados para iniciar as atividades de sucesso do cliente, agilizando a obtenção dos primeiros resultados do especialista e justificando o investimento da organização nesta função.
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Ensina relações internas e externas, o que é essencial para construir valor em conjunto
Desenvolve habilidades interpessoais e processos para desenhar responsabilidades e interações entre diferentes áreas dentro e fora da empresa
Aborda gerenciamento de soluções desde a concepção até a viabilidade comercial e técnica
Ensina a construir soluções que criam valor para o cliente e o fornecedor usando metodologias ágeis
Apresenta métodos simplificados de análise de dados e métricas de sucesso para acompanhar o uso da solução pelo cliente e seus objetivos de negócio
Requer acesso a computador e internet, além de itens adicionais e bens que podem não estar disponíveis em uma casa típica ou biblioteca
Save this course
Save A Organização Centrada na Jornada do Cliente to your list so you can find it easily later:
Save
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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 A Organização Centrada na Jornada do Cliente with these
activities:
Analisar o modelo de negócios do cliente
Show steps
Examinar casos de sucesso de clientes e analisar seus modelos de negócios ajudará você a identificar e discutir os objetivos de negócios do cliente.
Show steps
-
Pesquisar estudos de caso de empresas líderes em seu setor.
-
Analisar os modelos de negócios dessas empresas para entender seus objetivos, estratégias e propostas de valor.
-
Identificar os desafios e oportunidades enfrentados por esses clientes.
-
Criar uma apresentação ou um documento resumindo suas descobertas.
Follow online tutorials on customer churn prediction and analysis
Show steps
Enhance your analytical skills by exploring techniques for identifying and mitigating customer churn, a key concept covered in the course.
Browse courses on
Customer Churn
Show steps
-
Identify relevant online tutorials
-
Follow the tutorials and complete exercises
-
Apply the learned techniques to analyze real-world data
Attend industry conferences or networking events focused on customer experience and relationship management
Show steps
Connect with professionals in the field, exchange ideas, and gain insights into the latest trends and best practices in customer-centricity.
Show steps
-
Identify relevant conferences or events
-
Register and attend the event
-
Network with attendees and speakers
-
Follow up with potential connections
Six other activities
Expand to see all activities and additional details
Show all nine activities
Develop a blog post or article on best practices in customer relationship management
Show steps
Demonstrate your understanding of customer-centric principles by sharing insights and practical tips on building and maintaining strong customer relationships.
Browse courses on
Customer Relationship Management
Show steps
-
Write and edit the blog post or article
-
Research and gather information on best practices
-
Outline and structure the content
-
Publish and promote the content
Attend a workshop on customer journey mapping and experience design
Show steps
Gain hands-on experience in developing customer journey maps and designing engaging customer experiences, aligning with the course's focus on customer-centricity.
Browse courses on
Customer Journey Mapping
Show steps
-
Identify relevant workshops
-
Register and attend the workshop
-
Participate actively and contribute to discussions
-
Apply the learned techniques to real-world projects
Participate in online discussion forums or group projects related to customer-centric business strategies
Show steps
Engage in collaborative learning by sharing perspectives and experiences with peers, fostering a deeper understanding of customer-centric approaches.
Show steps
-
Join online forums or groups
-
Contribute to discussions and ask questions
-
Collaborate on group projects
Develop a customer service strategy and implementation plan
Show steps
Apply the principles of customer-centricity to design and implement a comprehensive customer service strategy that enhances customer satisfaction and loyalty.
Browse courses on
Customer Support
Show steps
-
Analyze customer needs and pain points
-
Define service level agreements and key performance indicators
-
Design and implement service channels and processes
-
Train and empower customer service representatives
-
Monitor and evaluate the effectiveness of the strategy
Design and implement a customer onboarding process
Show steps
Create a practical solution that enhances the customer experience, aligning with the course concepts of customer-centricity and process optimization.
Browse courses on
Customer Onboarding
Show steps
-
Define the onboarding objectives and scope
-
Map the customer journey and identify touchpoints
-
Design and develop onboarding materials and resources
-
Implement the onboarding process and monitor its effectiveness
Desenhar a jornada do cliente
Show steps
Criar uma jornada do cliente o ajudará a entender e acompanhar a experiência do cliente com seu serviço.
Show steps
-
Conduzir entrevistas com clientes para coletar informações sobre suas necessidades, expectativas e pontos problemáticos.
-
Construir um mapa da jornada, identificando os principais pontos de contato, interações e emoções do cliente.
-
Analisar a jornada para identificar áreas de melhoria e oportunidades de otimização.
-
Desenvolver um plano de ação para implementar as melhorias identificadas.
Analisar o modelo de negócios do cliente
Show steps
Examinar casos de sucesso de clientes e analisar seus modelos de negócios ajudará você a identificar e discutir os objetivos de negócios do cliente.
Show steps
Show steps
Show steps
- Pesquisar estudos de caso de empresas líderes em seu setor.
- Analisar os modelos de negócios dessas empresas para entender seus objetivos, estratégias e propostas de valor.
- Identificar os desafios e oportunidades enfrentados por esses clientes.
- Criar uma apresentação ou um documento resumindo suas descobertas.
Follow online tutorials on customer churn prediction and analysis
Show steps
Enhance your analytical skills by exploring techniques for identifying and mitigating customer churn, a key concept covered in the course.
Browse courses on
Customer Churn
Show steps
Show steps
Show steps
- Identify relevant online tutorials
- Follow the tutorials and complete exercises
- Apply the learned techniques to analyze real-world data
Attend industry conferences or networking events focused on customer experience and relationship management
Show steps
Connect with professionals in the field, exchange ideas, and gain insights into the latest trends and best practices in customer-centricity.
Show steps
Show steps
Show steps
- Identify relevant conferences or events
- Register and attend the event
- Network with attendees and speakers
- Follow up with potential connections
Six other activities
Expand to see all activities and additional details
Show all nine activities
Develop a blog post or article on best practices in customer relationship management
Show steps
Demonstrate your understanding of customer-centric principles by sharing insights and practical tips on building and maintaining strong customer relationships.
Browse courses on
Customer Relationship Management
Show steps
Show steps
Show steps
- Write and edit the blog post or article
- Research and gather information on best practices
- Outline and structure the content
- Publish and promote the content
Attend a workshop on customer journey mapping and experience design
Show steps
Gain hands-on experience in developing customer journey maps and designing engaging customer experiences, aligning with the course's focus on customer-centricity.
Browse courses on
Customer Journey Mapping
Show steps
Show steps
Show steps
- Identify relevant workshops
- Register and attend the workshop
- Participate actively and contribute to discussions
- Apply the learned techniques to real-world projects
Participate in online discussion forums or group projects related to customer-centric business strategies
Show steps
Engage in collaborative learning by sharing perspectives and experiences with peers, fostering a deeper understanding of customer-centric approaches.
Show steps
Show steps
Show steps
- Join online forums or groups
- Contribute to discussions and ask questions
- Collaborate on group projects
Develop a customer service strategy and implementation plan
Show steps
Apply the principles of customer-centricity to design and implement a comprehensive customer service strategy that enhances customer satisfaction and loyalty.
Browse courses on
Customer Support
Show steps
Show steps
Show steps
- Analyze customer needs and pain points
- Define service level agreements and key performance indicators
- Design and implement service channels and processes
- Train and empower customer service representatives
- Monitor and evaluate the effectiveness of the strategy
Design and implement a customer onboarding process
Show steps
Create a practical solution that enhances the customer experience, aligning with the course concepts of customer-centricity and process optimization.
Browse courses on
Customer Onboarding
Show steps
Show steps
Show steps
- Define the onboarding objectives and scope
- Map the customer journey and identify touchpoints
- Design and develop onboarding materials and resources
- Implement the onboarding process and monitor its effectiveness
Desenhar a jornada do cliente
Show steps
Criar uma jornada do cliente o ajudará a entender e acompanhar a experiência do cliente com seu serviço.
Show steps
Show steps
Show steps
- Conduzir entrevistas com clientes para coletar informações sobre suas necessidades, expectativas e pontos problemáticos.
- Construir um mapa da jornada, identificando os principais pontos de contato, interações e emoções do cliente.
- Analisar a jornada para identificar áreas de melhoria e oportunidades de otimização.
- Desenvolver um plano de ação para implementar as melhorias identificadas.
Career center
Learners who complete A Organização Centrada na Jornada do Cliente will develop knowledge and skills
that may be useful to these careers:
Customer Success Manager
Customer Success Manager
Customer Success Managers could leverage this course to help improve client satisfaction, increase retention rates, and boost revenue. Being able to effectively analyze data and metrics, which is covered in the course, is crucial for the role.
Product Manager
Product Manager
Product Managers can enhance their ability to develop and deliver effective products by taking this course. Its focus on understanding customer pain points and developing solutions will greatly benefit Product Managers.
Marketing Manager
Marketing Manager
Marketing Managers could enhance their ability to create effective marketing campaigns and strategies by understanding customer behavior and preferences. The course's focus on building strong customer relationships would be especially helpful.
User Experience (UX) Designer
User Experience (UX) Designer
UX Designers may create more user-centric designs and enhance the overall customer experience. The course's focus on understanding customer behavior and preferences would be especially helpful.
Vendor Manager
Vendor Manager
Vendor Managers may cultivate stronger relationships with suppliers, negotiate better contracts, and ensure the delivery of high-quality products and services. The course's emphasis on building strong supplier relationships would be particularly beneficial.
Sales Manager
Sales Manager
Sales Managers may cultivate stronger client relationships, increase sales, and improve customer retention by adopting a customer-centric approach. The course's emphasis on identifying and meeting customer needs would be particularly beneficial.
Operations Manager
Operations Manager
Operations Managers can improve operational efficiency, enhance customer satisfaction, and ensure seamless customer experiences by studying customer journey mapping and experience design.
Quality Assurance Manager
Quality Assurance Manager
Quality Assurance Managers can make use of the course's content on customer-centric organizational structures and data and metrics analysis to enhance quality control processes and ensure customer satisfaction.
Customer Service Manager
Customer Service Manager
A Customer Service Manager might develop better products and services, cultivate stronger client relationships, and contribute to increased revenue by learning about co-creation and customer-centric organizational structures. The course's focus on understanding customer objectives would be especially helpful for developing better quality products.
Strategic Planner
Strategic Planner
Strategic Planners can develop more effective strategies by understanding customer behavior and preferences. The course would be especially helpful in learning to identify and prioritize customer needs.
Web Analyst
Web Analyst
Web Analysts might gain valuable insights into customer behavior and preferences, which can inform website design and content. The course's focus on data and metrics analysis would be particularly beneficial.
Supply Chain Manager
Supply Chain Manager
Supply Chain Managers can optimize supply chains, reduce costs, and improve customer satisfaction by understanding customer需求 and pain points. The course's emphasis on building strong supplier relationships would be particularly beneficial.
Risk Manager
Risk Manager
Risk Managers may mitigate risks, ensure compliance, and protect the organization's reputation by understanding customer needs and expectations. The course's focus on identifying and managing customer pain points would be especially helpful.
Business Analyst
Business Analyst
Business Analysts may make better use of customer data, identify areas for improvement, and contribute to the achievement of strategic goals by understanding the customer-centric approach emphasized in the course.
Project Manager
Project Manager
Project Managers can improve their ability to manage projects successfully by understanding customer requirements and expectations. The course's emphasis on designing and monitoring customer journeys would be especially helpful.
For more career information including salaries, visit:
OpenCourser.com/course/m3si4o/a
Reading list
We've selected 15 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
A Organização Centrada na Jornada do Cliente.
Explores the concept of the experience economy, in which businesses compete on the basis of the experiences they provide to their customers. It valuable read for anyone who wants to understand how to create and deliver memorable customer experiences.
Provides a practical framework for designing and delivering value propositions that meet the needs of customers. It valuable resource for anyone who wants to learn how to create products and services that customers love.
Explores the concept of the experience economy. It argues that businesses need to focus on creating memorable experiences for their customers in order to succeed.
Provides a step-by-step guide to building and validating a successful startup. It valuable resource for anyone who wants to learn how to launch and grow a successful business.
Explains why successful companies often fail to innovate. It valuable read for anyone who wants to understand the challenges of innovation and how to overcome them.
Save
Provides a framework for developing and evaluating good strategies. It valuable resource for anyone who wants to learn how to create and implement a successful strategy.
Save
Provides a practical guide to acquiring customers for your startup. It valuable resource for anyone who wants to learn how to build and grow a successful business.
Provides a behind-the-scenes look at the challenges of building and running a successful business. It valuable read for anyone who wants to learn from the experiences of a successful entrepreneur.
Provides a framework for understanding and profiting from disruptive innovation. It valuable read for anyone who wants to learn how to identify and capitalize on new opportunities.
Provides a practical guide to using the lean product development process to create and launch successful products. It valuable resource for anyone who wants to learn how to build and launch products that customers love.
Save
Provides a step-by-step guide to using the sprint process to solve big problems and test new ideas. It valuable resource for anyone who wants to learn how to quickly and efficiently develop and validate new products and services.
Provides a practical guide to using the Net Promoter Score (NPS) to measure customer loyalty. It covers topics such as how to calculate NPS, how to use NPS to improve customer experience, and how to use NPS to drive growth.
Save
Explores the concept of peak experiences. It argues that businesses need to focus on creating peak experiences for their customers in order to succeed.
Provides a practical guide to mapping and improving the customer journey. It covers topics such as how to identify customer touchpoints, how to map the customer journey, and how to use customer journey maps to improve the customer experience.
Provides a comprehensive overview of customer relationship management. It covers topics such as customer segmentation, customer loyalty, and customer lifetime value.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/m3si4o/a
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Effort
4 semanas, de 4 a 5 horas por semana.
Level
Introductory
Via
Coursera
Institution
Fundação Instituto de Administração
Instructor
Carlos Alves
Language
Português
This course belongs to a
collection
called
Fundamentos da Gestão do Sucesso do Cliente. It's comprised of four courses:
- As Competências do Especialista no Sucesso do Cliente
- O Mundo dos Negócios das Subscrições
- Principais Elementos do Sucesso do Cliente
- A Organização Centrada na Jornada do Cliente (viewing)
Good to know
Ensina relações internas e externas, o que é essencial para construir valor em conjunto
Desenvolve habilidades interpessoais e processos para desenhar responsabilidades e interações entre diferentes áreas dentro e fora da empresa
Aborda gerenciamento de soluções desde a concepção até a viabilidade comercial e técnica
Ensina a construir soluções que criam valor para o cliente e o fornecedor usando metodologias ágeis
Apresenta métodos simplificados de análise de dados e métricas de sucesso para acompanhar o uso da solução pelo cliente e seus objetivos de negócio
Requer acesso a computador e internet, além de itens adicionais e bens que podem não estar disponíveis em uma casa típica ou biblioteca
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