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Don Peppers
Led by Don Peppers, one of the world’s most respected experts on customer experience and customer focused business strategy, this course will offer in-depth insights into how to build and maintain a truly customer-centric business.
Read more
Led by Don Peppers, one of the world’s most respected experts on customer experience and customer focused business strategy, this course will offer in-depth insights into how to build and maintain a truly customer-centric business.
Read more
Led by Don Peppers, one of the world’s most respected experts on customer experience and customer focused business strategy, this course will offer in-depth insights into how to build and maintain a truly customer-centric business.
Over the four hours that this training takes, you will acquire the necessary abilities to engage customers, make the most out of your services, and overall, improve performance in your company.
Keywords:
Customer-Centric
Customer Experience
Customer Loyalty
Customer relationship management
Retention strategies
Engage Customers
Improve Performance
Services Optimization
Abilities acquisition
In-Depth Insights
What you'll learn
- Effectively understand and adapt to the rapidly changing needs of your customers
- Properly align your products and services to provide long term customer value
- The skills needed to build trust between your customers and organization
- How technology can be used to further enhance the customer experience
Register for this course and see more details by visiting:
OpenCourser.com/course/nq8ck9/competing
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What's inside
Learning objectives
- Effectively understand and adapt to the rapidly changing needs of your customers
- Properly align your products and services to provide long term customer value
- The skills needed to build trust between your customers and organization
- How technology can be used to further enhance the customer experience
- Effectively understand and adapt to the rapidly changing needs of your customers
- Properly align your products and services to provide long term customer value
- The skills needed to build trust between your customers and organization
- How technology can be used to further enhance the customer experience
Syllabus
Module 1: Understanding the customer dimension
Module 2: Customer experience is everything
Module 3: Customer-centric marketing
Module 4: Customer-centric selling
Read more
Syllabus
Module 1: Understanding the customer dimension
Module 2: Customer experience is everything
Module 3: Customer-centric marketing
Module 4: Customer-centric selling
Read more
Module 5: Customer-centric service
Module 6: Winning through leadership
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Teaches skills, knowledge, and tools that are highly industry relevant
Provides in-depth insights from world renowned expert Don Peppers on customer experience and customer focused business strategy
Taught by expert Don Peppers, who is recognized for his work in customer experience and customer focused business strategy
Course modules cover core aspects of customer-centric business, from understanding customer needs to delivering excellent service
Designed for individuals involved in business and customer relationship management
Requires prior knowledge in customer experience, marketing, or related fields to fully benefit from the course
Save this course
Save Competing in a Customer-Centric World by Don Peppers 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 Competing in a Customer-Centric World by Don Peppers with these
activities:
Review the EDX platform
Show steps
Provides familiarity with the EDX platform which will be necessary to complete the course.
Show steps
-
Explore the course syllabus and schedule
-
Review the course materials
-
Review the assignments
-
Review the discussion forums
Read 'The Customer-Centric Enterprise' by Peter Fader
Show steps
This book provides a comprehensive overview of customer-centricity and its importance in business.
View
The Customer Centricity Ebook Collection (3...
on Amazon
Show steps
-
Purchase or borrow the book
-
Read the book and take notes
-
Discuss the book with classmates or colleagues
Customer-Centric Resource Compilation
Show steps
Creating a compilation will provide a useful resource for the course and reinforce knowledge of customer-centricity.
Browse courses on
Customer Centricity
Show steps
-
Gather articles, videos, and other resources on customer-centricity
-
Organize the resources by topic
-
Create a reference guide or document
-
Share the compilation with classmates
Five other activities
Expand to see all activities and additional details
Show all eight activities
Attend an industry conference or webinar on customer experience
Show steps
Attendance will help you connect with professionals in the field and learn about the latest trends in customer experience.
Browse courses on
Customer Experience
Show steps
-
Research upcoming industry events
-
Identify relevant sessions or speakers
-
Register for the event
-
Attend the event and actively participate
Attend a workshop on customer experience design
Show steps
This workshop will help you develop the skills and knowledge needed to design and implement effective customer experiences.
Browse courses on
Customer Experience
Show steps
-
Research upcoming workshops
-
Identify relevant workshops
-
Register for a workshop
-
Attend the workshop and actively participate
Analyze case studies on customer-centric businesses
Show steps
Analyzing case studies will help you apply the concepts learned in the course to real-world examples.
Show steps
-
Identify relevant case studies
-
Read and analyze the case studies
-
Identify the key success factors
-
Develop recommendations for improvement
Mentor a junior colleague or student in customer experience
Show steps
This activity will help you solidify your understanding of customer experience by teaching and assisting others.
Browse courses on
Customer Experience
Show steps
-
Identify a mentee
-
Set clear goals and expectations
-
Provide guidance and support
-
Monitor progress
Contribute to an open-source customer relationship management system
Show steps
This activity will provide you with hands-on experience working with a real-world customer relationship management system.
Browse courses on
Customer Relationship Management
Show steps
-
Identify a suitable open-source CRM system
-
Join the community and contribute to the project
-
Document your contributions
-
Share your experience with classmates
Review the EDX platform
Show steps
Provides familiarity with the EDX platform which will be necessary to complete the course.
Show steps
Show steps
Show steps
- Explore the course syllabus and schedule
- Review the course materials
- Review the assignments
- Review the discussion forums
Read 'The Customer-Centric Enterprise' by Peter Fader
Show steps
This book provides a comprehensive overview of customer-centricity and its importance in business.
View
The Customer Centricity Ebook Collection (3...
on Amazon
Show steps
Show steps
Show steps
- Purchase or borrow the book
- Read the book and take notes
- Discuss the book with classmates or colleagues
Customer-Centric Resource Compilation
Show steps
Creating a compilation will provide a useful resource for the course and reinforce knowledge of customer-centricity.
Browse courses on
Customer Centricity
Show steps
Show steps
Show steps
- Gather articles, videos, and other resources on customer-centricity
- Organize the resources by topic
- Create a reference guide or document
- Share the compilation with classmates
Five other activities
Expand to see all activities and additional details
Show all eight activities
Attend an industry conference or webinar on customer experience
Show steps
Attendance will help you connect with professionals in the field and learn about the latest trends in customer experience.
Browse courses on
Customer Experience
Show steps
Show steps
Show steps
- Research upcoming industry events
- Identify relevant sessions or speakers
- Register for the event
- Attend the event and actively participate
Attend a workshop on customer experience design
Show steps
This workshop will help you develop the skills and knowledge needed to design and implement effective customer experiences.
Browse courses on
Customer Experience
Show steps
Show steps
Show steps
- Research upcoming workshops
- Identify relevant workshops
- Register for a workshop
- Attend the workshop and actively participate
Analyze case studies on customer-centric businesses
Show steps
Analyzing case studies will help you apply the concepts learned in the course to real-world examples.
Show steps
Show steps
Show steps
- Identify relevant case studies
- Read and analyze the case studies
- Identify the key success factors
- Develop recommendations for improvement
Mentor a junior colleague or student in customer experience
Show steps
This activity will help you solidify your understanding of customer experience by teaching and assisting others.
Browse courses on
Customer Experience
Show steps
Show steps
Show steps
- Identify a mentee
- Set clear goals and expectations
- Provide guidance and support
- Monitor progress
Contribute to an open-source customer relationship management system
Show steps
This activity will provide you with hands-on experience working with a real-world customer relationship management system.
Browse courses on
Customer Relationship Management
Show steps
Show steps
Show steps
- Identify a suitable open-source CRM system
- Join the community and contribute to the project
- Document your contributions
- Share your experience with classmates
Career center
Learners who complete Competing in a Customer-Centric World by Don Peppers will develop knowledge and skills
that may be useful to these careers:
Chief Customer Officer
Chief Customer Officer
The Chief Customer Officer (CCO) is responsible for overseeing all aspects of customer experience, from marketing and sales to service and support. This course can help you develop the skills and knowledge you need to succeed in this role by providing you with a deep understanding of customer behavior, the latest customer experience trends, and how to use technology to improve customer interactions.
Customer Success Manager
Customer Success Manager
Customer Success Managers (CSMs) are responsible for helping customers get the most value from their products or services. This course can help you develop the skills and knowledge you need to succeed in this role by providing you with a deep understanding of customer needs, how to build relationships with customers, and how to use data to track customer progress.
Director of Customer Experience
Director of Customer Experience
The Director of Customer Experience is responsible for developing and implementing strategies to improve customer satisfaction and loyalty. This course can help you develop the skills and knowledge you need to succeed in this role by providing you with a deep understanding of customer experience best practices, how to measure customer satisfaction, and how to use technology to improve customer interactions.
Marketing Manager
Marketing Manager
Marketing Managers are responsible for developing and executing marketing campaigns that attract and retain customers. This course can help you develop the skills and knowledge you need to succeed in this role by providing you with a deep understanding of customer behavior, the latest marketing trends, and how to use technology to reach your target audience.
Product Manager
Product Manager
Product Managers are responsible for developing and managing products that meet the needs of customers. This course can help you develop the skills and knowledge you need to succeed in this role by providing you with a deep understanding of customer behavior, how to conduct market research, and how to use technology to develop and manage products.
Service Manager
Service Manager
Service Managers are responsible for overseeing all aspects of customer service, from answering customer inquiries to resolving customer complaints. This course can help you develop the skills and knowledge you need to succeed in this role by providing you with a deep understanding of customer needs, how to build relationships with customers, and how to use technology to improve customer service.
Sales Manager
Sales Manager
Sales Managers are responsible for leading and motivating sales teams to achieve revenue goals. This course can help you develop the skills and knowledge you need to succeed in this role by providing you with a deep understanding of customer behavior, the latest sales techniques, and how to use technology to manage your sales team.
Consultant
Consultant
Consultants help businesses improve their performance by providing them with advice and guidance. This course can help you develop the skills and knowledge you need to succeed in this role by providing you with a deep understanding of business best practices, how to analyze data, and how to communicate effectively with clients.
Data Analyst
Data Analyst
Data Analysts collect, analyze, and interpret data to help businesses make better decisions. This course can help you develop the skills and knowledge you need to succeed in this role by providing you with a deep understanding of data analysis techniques, how to use technology to manage data, and how to communicate your findings to decision-makers.
Market Researcher
Market Researcher
Market Researchers conduct research to help businesses understand their customers and markets. This course can help you develop the skills and knowledge you need to succeed in this role by providing you with a deep understanding of research methods, how to analyze data, and how to communicate your findings to decision-makers.
Project Manager
Project Manager
Project Managers plan, execute, and close projects. This course can help you develop the skills and knowledge you need to succeed in this role by providing you with a deep understanding of project management best practices, how to use technology to manage projects, and how to communicate effectively with stakeholders.
Systems Analyst
Systems Analyst
Systems Analysts design, develop, and implement computer systems. This course can help you develop the skills and knowledge you need to succeed in this role by providing you with a deep understanding of systems analysis techniques, how to use technology to develop and manage systems, and how to communicate effectively with stakeholders.
Quality Assurance Manager
Quality Assurance Manager
Quality Assurance Managers ensure that products and services meet quality standards. This course can help you develop the skills and knowledge you need to succeed in this role by providing you with a deep understanding of quality assurance best practices, how to use technology to manage quality, and how to communicate effectively with stakeholders.
Technical Writer
Technical Writer
Technical Writers create documentation that explains how to use products and services. This course can help you develop the skills and knowledge you need to succeed in this role by providing you with a deep understanding of technical writing best practices, how to use technology to create documentation, and how to communicate effectively with readers.
Trainer
Trainer
Trainers develop and deliver training programs to teach employees new skills and knowledge. This course can help you develop the skills and knowledge you need to succeed in this role by providing you with a deep understanding of learning principles, how to develop and deliver training programs, and how to assess the effectiveness of training.
For more career information including salaries, visit:
OpenCourser.com/course/nq8ck9/competing
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
Competing in a Customer-Centric World by Don Peppers.
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 learn more about the principles and practices of creating memorable and engaging customer experiences.
Provides a framework for understanding how disruptive technologies can lead to the downfall of large, established companies. It valuable read for anyone who wants to learn more about the challenges and opportunities of innovation.
Provides a framework for understanding the challenges of marketing and selling technology products to mainstream customers. It valuable read for anyone who wants to learn more about the principles and practices of marketing and selling to different customer segments.
Provides a framework for building and launching successful startups. It valuable read for anyone who wants to learn more about the principles and practices of lean startup.
Save
Provides a practical guide to getting customers for your startup. It valuable read for anyone who wants to learn more about the principles and practices of customer acquisition.
Provides a candid and insightful account of the challenges and rewards of building a successful business. It valuable read for anyone who wants to learn more about the realities of entrepreneurship.
Save
Provides a framework for understanding the difference between good and bad strategy. It valuable read for anyone who wants to learn more about the principles and practices of strategic planning.
Provides a unique and thought-provoking perspective on the future of technology and entrepreneurship. It valuable read for anyone who wants to learn more about the potential of technology to change the world.
Provides a framework for understanding how businesses can create and sustain successful growth. It valuable read for anyone who wants to learn more about the principles and practices of innovation.
This classic work of military strategy provides insights that can be applied to business and other competitive situations. It valuable read for anyone who wants to learn more about the principles and practices of strategy.
Provides a framework for personal and professional effectiveness. It valuable read for anyone who wants to learn more about the principles and practices of personal development.
Save
Provides a framework for escaping the traditional 9-5 workweek and creating a more fulfilling life. It valuable read for anyone who wants to learn more about the principles and practices of lifestyle design.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/nq8ck9/competing
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Effort
4 to 6 hours per week for 2 weeks
Level
Introductory
Via
edX
Institution
WOBI
Instructor
Don Peppers
Language
English
Transcript
English
Good to know
Teaches skills, knowledge, and tools that are highly industry relevant
Provides in-depth insights from world renowned expert Don Peppers on customer experience and customer focused business strategy
Taught by expert Don Peppers, who is recognized for his work in customer experience and customer focused business strategy
Course modules cover core aspects of customer-centric business, from understanding customer needs to delivering excellent service
Designed for individuals involved in business and customer relationship management
Requires prior knowledge in customer experience, marketing, or related fields to fully benefit from the course
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