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Ravi Mehta
Successful innovation starts with understanding customer needs and ends with a delighted customer. This course is created to develop a holistic understanding of customers’ role in developing successful innovations and how to capture and utilize customer information to create successful innovations.
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OpenCourser.com/course/mizz4s/customer
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What's inside
Syllabus
UNDERSTANDING INNOVATION AND CUSTOMER-CENTRIC INNOVATION
In this module, we will examine the concept of innovation in general and customer-centric innovation in particular. We will start by defining customer-centric innovation, then work towards understanding what is innovation and when does it become successful.
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Syllabus
UNDERSTANDING INNOVATION AND CUSTOMER-CENTRIC INNOVATION
In this module, we will examine the concept of innovation in general and customer-centric innovation in particular. We will start by defining customer-centric innovation, then work towards understanding what is innovation and when does it become successful.
Read more
INNOVATION ADOPTION
In this module, we will discuss and understand why new innovations fail, and examine this question from a customer psychology perspective. In doing so we will discuss the psychological barriers to innovation adoption and strategies to overcome such psychological resistance.
CAPTURING CUSTOMER NEEDS TO FUEL INNOVATION
In this module, we will discuss tools and techniques that can be used to better understand customer pain points and hence their needs. This module will also highlight issues or drawbacks associated with these techniques or frameworks and discuss ways to overcome these drawbacks.
CUSTOMER DRIVEN INNOVATION STRATEGY
In this module, we will introduce the systematic and formal innovation/new product development process, and how customer-centric information can be used to shape this process. We will also discuss how this process works and the factors that can help in developing a more efficient and effective innovation process and the issues that can hurt this process
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Introduces concepts commonly taught to individuals who pursue customer-centric philosophies and practices
Delves into psychological barriers that impede innovation adoption, which aligns with current research on the topic
Serves as a primer for understanding innovation adoption and psychological barriers to it, particularly for those in the psychology field
Explores industry-standard techniques for capturing customer needs, providing a solid foundation for learners
Provides practical frameworks for developing customer-driven innovation strategies, aligning with real-world practices
Save this course
Save Customer Centric Innovation 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 Centric Innovation with these
activities:
Identify and connect with a mentor who has experience in customer-centric innovation or product development
Show steps
Gain access to valuable guidance and insights from experienced professionals in the field of customer-centric innovation.
Browse courses on
Mentorship
Show steps
-
Identify potential mentors through professional networks or online platforms.
-
Reach out to mentors and introduce yourself.
-
Establish a mentorship relationship.
Read 'Design Thinking for Innovation' by Tim Brown
Show steps
Develop a deeper understanding of design thinking principles and their relevance to customer-centric innovation.
View
HBR's 10 Must Reads on Design Thinking (with...
on Amazon
Show steps
-
Read the book's introduction and first chapter.
-
Identify key concepts and principles of design thinking.
-
Consider how these principles can be applied to customer-centric innovation.
Volunteer at a local non-profit organization focused on customer service or community development
Show steps
Gain practical experience in understanding customer needs and perspectives by working directly with customers in a non-profit setting.
Browse courses on
Customer Service
Show steps
-
Identify and contact a suitable non-profit organization.
-
Commit to a volunteering schedule.
-
Engage with customers and learn about their challenges.
-
Reflect on the experience and its implications for customer-centric innovation.
Five other activities
Expand to see all activities and additional details
Show all eight activities
Conduct customer interviews using the 'Jobs to Be Done' framework
Show steps
Develop practical skills in eliciting customer needs and pain points through targeted interviews.
Browse courses on
Customer Interviews
Show steps
-
Learn the principles of the 'Jobs to Be Done' framework.
-
Craft interview questions based on customer pain points.
-
Conduct interviews with real customers.
-
Analyze interview results to identify customer needs.
Participate in a peer discussion on customer-centric innovation case studies
Show steps
Engage in discussions with peers to analyze real-world examples and gain insights into successful customer-centric innovations.
Show steps
-
Identify relevant case studies.
-
Prepare for the discussion by researching the case studies.
-
Participate in the discussion and share perspectives.
Contribute to an open-source project related to customer experience or feedback management
Show steps
Gain practical experience in applying customer-centric principles to real-world projects by contributing to open-source initiatives in this field.
Browse courses on
Customer Experience
Show steps
-
Identify an open-source project related to customer experience or feedback management.
-
Review the project's documentation and identify potential contribution areas.
-
Make code contributions or provide feedback to the project.
-
Collaborate with the project community.
Develop a customer-centric innovation strategy outline
Show steps
Apply course concepts to create a roadmap for developing and launching customer-centric innovations.
Browse courses on
Innovation Strategy
Show steps
-
Review course materials on customer-centric innovation.
-
Identify a potential innovation opportunity.
-
Develop a customer-centric strategy for the innovation.
-
Create an outline for the innovation strategy.
Participate in an innovation hackathon focused on customer-centric solutions
Show steps
Collaborate with others to develop innovative solutions that meet real customer needs in a time-constrained and competitive environment.
Browse courses on
New Product Development
Show steps
-
Identify and form a team for the hackathon.
-
Brainstorm and refine solution ideas.
-
Develop a prototype or proof of concept.
-
Present the solution to judges and receive feedback.
Identify and connect with a mentor who has experience in customer-centric innovation or product development
Show steps
Gain access to valuable guidance and insights from experienced professionals in the field of customer-centric innovation.
Browse courses on
Mentorship
Show steps
Show steps
Show steps
- Identify potential mentors through professional networks or online platforms.
- Reach out to mentors and introduce yourself.
- Establish a mentorship relationship.
Read 'Design Thinking for Innovation' by Tim Brown
Show steps
Develop a deeper understanding of design thinking principles and their relevance to customer-centric innovation.
View
HBR's 10 Must Reads on Design Thinking (with...
on Amazon
Show steps
Show steps
Show steps
- Read the book's introduction and first chapter.
- Identify key concepts and principles of design thinking.
- Consider how these principles can be applied to customer-centric innovation.
Volunteer at a local non-profit organization focused on customer service or community development
Show steps
Gain practical experience in understanding customer needs and perspectives by working directly with customers in a non-profit setting.
Browse courses on
Customer Service
Show steps
Show steps
Show steps
- Identify and contact a suitable non-profit organization.
- Commit to a volunteering schedule.
- Engage with customers and learn about their challenges.
- Reflect on the experience and its implications for customer-centric innovation.
Five other activities
Expand to see all activities and additional details
Show all eight activities
Conduct customer interviews using the 'Jobs to Be Done' framework
Show steps
Develop practical skills in eliciting customer needs and pain points through targeted interviews.
Browse courses on
Customer Interviews
Show steps
Show steps
Show steps
- Learn the principles of the 'Jobs to Be Done' framework.
- Craft interview questions based on customer pain points.
- Conduct interviews with real customers.
- Analyze interview results to identify customer needs.
Participate in a peer discussion on customer-centric innovation case studies
Show steps
Engage in discussions with peers to analyze real-world examples and gain insights into successful customer-centric innovations.
Show steps
Show steps
Show steps
- Identify relevant case studies.
- Prepare for the discussion by researching the case studies.
- Participate in the discussion and share perspectives.
Contribute to an open-source project related to customer experience or feedback management
Show steps
Gain practical experience in applying customer-centric principles to real-world projects by contributing to open-source initiatives in this field.
Browse courses on
Customer Experience
Show steps
Show steps
Show steps
- Identify an open-source project related to customer experience or feedback management.
- Review the project's documentation and identify potential contribution areas.
- Make code contributions or provide feedback to the project.
- Collaborate with the project community.
Develop a customer-centric innovation strategy outline
Show steps
Apply course concepts to create a roadmap for developing and launching customer-centric innovations.
Browse courses on
Innovation Strategy
Show steps
Show steps
Show steps
- Review course materials on customer-centric innovation.
- Identify a potential innovation opportunity.
- Develop a customer-centric strategy for the innovation.
- Create an outline for the innovation strategy.
Participate in an innovation hackathon focused on customer-centric solutions
Show steps
Collaborate with others to develop innovative solutions that meet real customer needs in a time-constrained and competitive environment.
Browse courses on
New Product Development
Show steps
Show steps
Show steps
- Identify and form a team for the hackathon.
- Brainstorm and refine solution ideas.
- Develop a prototype or proof of concept.
- Present the solution to judges and receive feedback.
Career center
Learners who complete Customer Centric Innovation will develop knowledge and skills
that may be useful to these careers:
Design Researcher
Design Researcher
A Design Researcher uses research methods to understand user needs and develop solutions. They work with designers and engineers to create products and services that are user-friendly and meet the needs of the target audience.
This course will provide you with the skills you need to be a successful Design Researcher. It will help you understand customer needs and how to develop solutions that meet those needs.
Project Manager
Project Manager
A Project Manager is responsible for the planning, execution, and completion of projects. They work with stakeholders to define project scope, develop project plans, and manage project resources.
This course will help you develop the skills you need to be a successful Project Manager. It will teach you how to understand customer needs and how to develop project plans that meet those needs.
Sales Manager
Sales Manager
A Sales Manager is responsible for the sales team and for achieving sales targets. They work with the sales team to develop and implement sales strategies, and they monitor the performance of the sales team.
This course will help you develop the skills you need to be a successful Sales Manager. It will teach you how to understand customer needs and how to develop sales strategies that meet those needs.
Business Analyst
Business Analyst
A Business Analyst is responsible for analyzing business needs and developing solutions to meet those needs. They work with stakeholders to gather requirements, and they develop and implement solutions that improve business processes.
This course will help you develop the skills you need to be a successful Business Analyst. It will teach you how to understand customer needs and how to develop solutions that meet those needs.
Innovation Consultant
Innovation Consultant
An Innovation Consultant helps organizations to develop and implement new products and services. They work with clients to identify opportunities for innovation, and they help them to develop and implement strategies to bring new products and services to market.
This course will provide you with the skills you need to be a successful Innovation Consultant. It will help you understand customer needs and how to develop solutions that meet those needs.
Product Developer
Product Developer
A Product Developer is responsible for the development of new products and services. They work with other departments to identify opportunities for new products and services, and they lead the development process from concept to launch.
This course will provide you with the skills you need to be a successful Product Developer. It will help you understand customer needs and how to develop products and services that meet those needs.
Marketing Manager
Marketing Manager
A Marketing Manager is responsible for the development and execution of marketing campaigns. They work with other departments to develop and implement strategies to promote products and services to target audiences.
This course will help you develop the skills you need to be a successful Marketing Manager. It will teach you how to understand customer needs and how to develop marketing campaigns that meet those needs.
Customer Success Manager
Customer Success Manager
A Customer Success Manager helps customers achieve their goals with a company's product or service. They help customers get the most out of their purchase, and they ensure that customers are satisfied.
This course will provide you with the skills you need to be a successful Customer Success Manager. Specifically, it will help you understand customer needs and how to develop solutions that meet those needs.
Market Researcher
Market Researcher
As a Market Researcher, you will gather and analyze information about consumer trends. This information can be used to develop new products and services, or improve existing ones.
The Customer Centric Innovation course can help provide you with the skills you need to succeed in this role. It will give you the foundation you need to gather, analyze, and present customer insights.
User Experience (UX) Researcher
User Experience (UX) Researcher
A UX Researcher is responsible for the design and evaluation of user experiences. They conduct research to understand user needs and preferences, and they use this information to create products and services that are easy to use and enjoyable.
This course will provide you with the skills you need to be a successful UX Researcher. It will help you understand customer needs and how to develop solutions that meet those needs.
Brand Manager
Brand Manager
A Brand Manager is responsible for the development and management of a brand. They work with other departments to develop and implement brand strategies, and they monitor the performance of the brand.
This course will help you develop the skills you need to be a successful Brand Manager. It will teach you how to understand customer needs and how to develop brand strategies that meet those needs.
Service Designer
Service Designer
A Service Designer is responsible for the design and delivery of services. They work with other departments to identify opportunities for new services, and they lead the design and delivery process from concept to launch.
This course will provide you with the skills you need to be a successful Service Designer. It will help you understand customer needs and how to design and deliver services that meet those needs.
Product Manager
Product Manager
A Product Manager is someone who is responsible for the success of a product.
Taking Customer Centric Innovation may be useful as it can help you understand the needs of your customers, as well as how to develop and market products that meet those needs.
Software Engineer
Software Engineer
A Software Engineer is responsible for the design, development, and maintenance of software applications. They work with other engineers to develop and implement software solutions to meet business needs.
This course may be useful to you in learning how to understand customer needs and to develop software solutions that meet those needs.
Data Analyst
Data Analyst
A Data Analyst is responsible for collecting, cleaning, and analyzing data. They work with stakeholders to identify data needs, and they develop and implement data analysis plans to extract insights from data.
This course may be useful to you in learning how to understand customer needs and to develop data analysis plans to extract insights from data.
For more career information including salaries, visit:
OpenCourser.com/course/mizz4s/customer
Reading list
We've selected nine 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 Centric Innovation.
Provides a comprehensive framework for understanding the innovation process. It is particularly useful for understanding how to create and sustain successful growth through innovation.
Provides a step-by-step guide to developing and testing new products and services. It is particularly useful for understanding how to iterate and improve upon ideas quickly and efficiently.
Provides a guide to designing products and services that are both useful and easy to use. It is particularly useful for understanding the importance of user experience and how to incorporate it into the innovation process.
Save
Provides a guide to using design thinking to develop new products and services. It is particularly useful for understanding how to use customer insights to create innovative solutions.
Provides a framework for understanding why large, successful companies often fail to innovate and how to overcome this challenge. It is particularly useful for understanding the psychological barriers to innovation adoption.
Provides a practical guide to developing and testing new products and services using the lean product development process. It is particularly useful for understanding how to use customer feedback to iterate and improve upon ideas quickly and efficiently.
Save
Provides a guide to implementing disruptive innovations. It is particularly useful for understanding how to overcome the challenges of organizational change and create a culture of innovation.
Provides a framework for understanding the importance of customer experience. It is particularly useful for understanding how to create memorable and engaging experiences that will drive customer loyalty.
Provides a framework for understanding the challenges of marketing and selling new technologies to mainstream customers. It is particularly useful for understanding how to bridge the gap between early adopters and mainstream customers.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/mizz4s/customer
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Effort
4 weeks of study, 2-3 hours/week
Level
Introductory
Via
Coursera
Institution
University of Illinois at Urbana-Champaign
Instructor
Ravi Mehta
Language
English
Transcripts
Español
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中文
العربية
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日本語
हिंदी
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Polski
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Bahasa Indonesia
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This course belongs to a
collection
called
Strategic Technology Management. It's comprised of three courses:
- Customer Centric Innovation (viewing)
- Technology Strategy: Creative Destruction
- Managing Innovation: Ambidexterity, Teams and Leading Change
Good to know
Introduces concepts commonly taught to individuals who pursue customer-centric philosophies and practices
Delves into psychological barriers that impede innovation adoption, which aligns with current research on the topic
Serves as a primer for understanding innovation adoption and psychological barriers to it, particularly for those in the psychology field
Explores industry-standard techniques for capturing customer needs, providing a solid foundation for learners
Provides practical frameworks for developing customer-driven innovation strategies, aligning with real-world practices
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