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Mahi Ismail
In this 1-hour long project-based course, you will learn how to identify the concept of business digital transformation, as well as the different types of business digitization, how to determine the role of customer support in your company and identify the customer support processes, how define Customer Relationship Management (CRM) and interpret the importance of using it in your business context and how to customize your own CRM using the HubSpot CRM tool. It will also give you the know-how of evaluating the alignment between your customer support digital transformation and your existing business strategy.
Read more
In this 1-hour long project-based course, you will learn how to identify the concept of business digital transformation, as well as the different types of business digitization, how to determine the role of customer support in your company and identify the customer support processes, how define Customer Relationship Management (CRM) and interpret the importance of using it in your business context and how to customize your own CRM using the HubSpot CRM tool. It will also give you the know-how of evaluating the alignment between your customer support digital transformation and your existing business strategy.
Read more
In this 1-hour long project-based course, you will learn how to identify the concept of business digital transformation, as well as the different types of business digitization, how to determine the role of customer support in your company and identify the customer support processes, how define Customer Relationship Management (CRM) and interpret the importance of using it in your business context and how to customize your own CRM using the HubSpot CRM tool. It will also give you the know-how of evaluating the alignment between your customer support digital transformation and your existing business strategy.
Note: This course works best for learners who are based in the North America region. We’re currently working on providing the same experience in other regions.
Register for this course and see more details by visiting:
OpenCourser.com/course/pyq1nk/customer
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What's inside
Syllabus
Project Overview
This guided project is for both beginners and professionals managing small and medium sized businesses and/or business owners who seek continuous business improvement. It provides you with the initial know-how of digitally transforming specific business functions namely customer support processes via the use of the online CRM tool ‘Hubspot’.
By the end of this project, you will be able to successfully utilize Hubspot CRM to digitize customer support processes in your company. You will be able to identify customer support in your business context and discover optimization possibilities in customer related processes. You will be able to recognize the relevant ‘Hubspot’ features and capabilities for your business. Finally, you will be able to apply Hubspot CRM to digitally transform your customer support activities.
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Suitable for small to medium-sized business owners and managers
Suitable for learners interested in optimizing their business functions, specifically customer support
Suitable for learners new to digital transformation and customer support optimization
Learners will gain experience with HubSpot CRM tool for customer support optimization
This project-based course focuses on practical skill development
Save this course
Save Customer Support digital transformation with HubSpot to your list so you can find it easily later:
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Reviews summary
Customer support with hubspot
Learners say Customer Support digital transformation with HubSpot is a very helpful resource. Students are very thankful for the HubSpot content presented throughout the lectures.
Content is very helpful.
"very helpful"
This course includes lessons on HubSpot
"course is very helpful. pleased also make a project on zendesk"
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 Support digital transformation with HubSpot with these
activities:
Review concepts of customer support
Show steps
Review key concepts of customer support to strengthen your foundation.
Browse courses on
Customer Service
Show steps
-
Define customer support and its importance.
-
Identify different types of customer support channels.
-
Describe the role of customer support in business.
Volunteer at a local business to gain practical experience in customer support
Show steps
Practical customer support experience will complement your theoretical knowledge from the course.
Browse courses on
Customer Support
Show steps
-
Contact a local business and inquire about volunteer opportunities.
-
Develop a plan for how you will support the business's customer support team.
-
Volunteer at the business for a period of time.
-
Reflect on your experience and identify how it has helped you to understand customer support.
Practice identifying business digitization types
Show steps
Identify different types of business digitization to better understand the course content.
Browse courses on
Digitization
Show steps
-
Review the course materials on business digitization concepts.
-
Create a list of different business digitization types.
-
For each type, provide examples of how businesses are using them.
Five other activities
Expand to see all activities and additional details
Show all eight activities
Identify customer support processes in your business
Show steps
By identifying customer support processes, you can better understand how to apply the course concepts to your own business.
Browse courses on
Customer Support
Show steps
-
Review the course materials on customer support processes.
-
Create a list of the customer support processes in your business.
-
For each process, describe how it is currently being handled.
Create a Customer Relationship Management (CRM) plan
Show steps
Implementing a CRM system can improve customer support. This activity helps you create a plan to implement a CRM system in your own business.
Show steps
-
Review the course materials on CRM.
-
Identify the goals of your CRM implementation.
-
Select a CRM software.
-
Create a plan for implementing the CRM software.
Customize your own CRM using the HubSpot CRM tool
Show steps
Hands-on experience with HubSpot CRM will reinforce the course concepts and help you apply them to your own business.
Browse courses on
HubSpot CRM
Show steps
-
Review the course materials on HubSpot CRM.
-
Create a HubSpot CRM account.
-
Customize your HubSpot CRM account to fit your business needs.
-
Import your customer data into HubSpot CRM.
Practice using HubSpot CRM to digitize customer support processes
Show steps
Reinforce course concepts and develop proficiency in using HubSpot CRM to manage customer support.
Browse courses on
CRM
Show steps
-
Review the course materials on HubSpot CRM.
-
Create a workflow to automate a customer support task.
-
Create a report to track the progress of your customer support team.
-
Use HubSpot CRM to resolve a customer issue.
Evaluate the alignment between your customer support digital transformation and your existing business strategy
Show steps
Evaluating the alignment of your digital transformation efforts with your business goals will ensure a smooth transition and successful implementation.
Browse courses on
Digital Transformation
Show steps
-
Review the course materials on digital transformation.
-
Create a list of your current customer support processes.
-
Identify the areas where your customer support processes are aligned with your business strategy.
-
Identify the areas where your customer support processes are not aligned with your business strategy.
Review concepts of customer support
Show steps
Review key concepts of customer support to strengthen your foundation.
Browse courses on
Customer Service
Show steps
Show steps
Show steps
- Define customer support and its importance.
- Identify different types of customer support channels.
- Describe the role of customer support in business.
Volunteer at a local business to gain practical experience in customer support
Show steps
Practical customer support experience will complement your theoretical knowledge from the course.
Browse courses on
Customer Support
Show steps
Show steps
Show steps
- Contact a local business and inquire about volunteer opportunities.
- Develop a plan for how you will support the business's customer support team.
- Volunteer at the business for a period of time.
- Reflect on your experience and identify how it has helped you to understand customer support.
Practice identifying business digitization types
Show steps
Identify different types of business digitization to better understand the course content.
Browse courses on
Digitization
Show steps
Show steps
Show steps
- Review the course materials on business digitization concepts.
- Create a list of different business digitization types.
- For each type, provide examples of how businesses are using them.
Five other activities
Expand to see all activities and additional details
Show all eight activities
Identify customer support processes in your business
Show steps
By identifying customer support processes, you can better understand how to apply the course concepts to your own business.
Browse courses on
Customer Support
Show steps
Show steps
Show steps
- Review the course materials on customer support processes.
- Create a list of the customer support processes in your business.
- For each process, describe how it is currently being handled.
Create a Customer Relationship Management (CRM) plan
Show steps
Implementing a CRM system can improve customer support. This activity helps you create a plan to implement a CRM system in your own business.
Show steps
Show steps
Show steps
- Review the course materials on CRM.
- Identify the goals of your CRM implementation.
- Select a CRM software.
- Create a plan for implementing the CRM software.
Customize your own CRM using the HubSpot CRM tool
Show steps
Hands-on experience with HubSpot CRM will reinforce the course concepts and help you apply them to your own business.
Browse courses on
HubSpot CRM
Show steps
Show steps
Show steps
- Review the course materials on HubSpot CRM.
- Create a HubSpot CRM account.
- Customize your HubSpot CRM account to fit your business needs.
- Import your customer data into HubSpot CRM.
Practice using HubSpot CRM to digitize customer support processes
Show steps
Reinforce course concepts and develop proficiency in using HubSpot CRM to manage customer support.
Browse courses on
CRM
Show steps
Show steps
Show steps
- Review the course materials on HubSpot CRM.
- Create a workflow to automate a customer support task.
- Create a report to track the progress of your customer support team.
- Use HubSpot CRM to resolve a customer issue.
Evaluate the alignment between your customer support digital transformation and your existing business strategy
Show steps
Evaluating the alignment of your digital transformation efforts with your business goals will ensure a smooth transition and successful implementation.
Browse courses on
Digital Transformation
Show steps
Show steps
Show steps
- Review the course materials on digital transformation.
- Create a list of your current customer support processes.
- Identify the areas where your customer support processes are aligned with your business strategy.
- Identify the areas where your customer support processes are not aligned with your business strategy.
Career center
Learners who complete Customer Support digital transformation with HubSpot will develop knowledge and skills
that may be useful to these careers:
Customer Relationship Management Specialist
Customer Relationship Management Specialist
Customer Relationship Management Specialists help manage and enhance relationships with an organization's customers. This role helps ensure that the company provides quality customer service and builds strong bonds with its customer base. Coursework from 'Customer Support Digital Transformation with HubSpot' is likely to be valuable because it teaches how to define CRM, use CRM software and customize HubSpot CRM.
CRM Manager
CRM Manager
CRM Managers manage customer relationship management systems. These managers may use CRM software to track customer data and interactions. Coursework from 'Customer Support Digital Transformation with HubSpot' may be of value to CRM Managers because it teaches how to define and use a CRM as well as how to customize the HubSpot CRM tool.
Salesforce Administrator
Salesforce Administrator
Salesforce Administrators configure, maintain, and support Salesforce software which helps companies manage customer relationships. Coursework from 'Customer Support Digital Transformation with HubSpot' will likely be useful to Salesforce Administrators because it teaches how to customize a CRM using the HubSpot CRM tool.
Customer Support Manager
Customer Support Manager
Customer Support Managers ensure that their company's customers have a positive experience interacting with their organization. These managers might handle customer complaints, answer questions, and work with other departments to bring about solutions. 'Customer Support Digital Transformation with HubSpot' may be useful for someone interested in this career because it teaches how to digitize customer support processes, manage a CRM and align digital transformations with business strategy.
Digital Transformation Manager
Digital Transformation Manager
Digital Transformation Managers lead the digital transformation of organizations. They may oversee projects that involve implementing new digital technologies or processes. 'Customer Support Digital Transformation with HubSpot' may be useful to those seeking Digital Transformation Manager roles as it teaches how to identify the concept of business digital transformation.
Technical Support Engineer
Technical Support Engineer
Technical Support Engineers provide technical support to customers. They may troubleshoot problems and provide solutions. 'Customer Support Digital Transformation with HubSpot' may be useful to Technical Support Engineers because it covers the role of customer support in a company and teaches how to identify customer support processes.
Business Development Manager
Business Development Manager
Business Development Managers research and identify potential business opportunities. They may also develop and execute strategies to grow the business. 'Customer Support Digital Transformation with HubSpot' may be useful to those seeking Business Development Manager roles because it covers how to identify different types of business digitization.
Project Manager
Project Manager
Project Managers plan, execute, and close projects. They may also lead teams of project team members. 'Customer Support Digital Transformation with HubSpot' may be useful to Project Managers because it provides a project-based learning experience.
Business Analyst
Business Analyst
Business Analysts work to improve organizational efficiency. They may gather and analyze data on business processes, and then consult with stakeholders on possible improvements. 'Customer Support Digital Transformation with HubSpot' may be useful for those interested in Business Analyst roles because it covers evaluating the alignment between customer support digital transformation and existing business strategy.
Data Analyst
Data Analyst
Data Analysts examine data, often using specialized software, to identify trends and other useful information. They then use this information to find ways to improve business processes. Coursework from 'Customer Support Digital Transformation with HubSpot' may be useful for Data Analysts because it teaches how to align digital transformations with business strategy.
Marketing Analyst
Marketing Analyst
Marketing Analysts use data to measure the effectiveness of marketing campaigns. They may also conduct research on consumer behavior and trends. 'Customer Support Digital Transformation with HubSpot' may be useful to Marketing Analysts because it teaches how to analyze data to identify trends and other useful information.
Product Manager
Product Manager
Product Managers lead the development and launch of new products. They may also work with other departments to ensure that products meet customer needs. 'Customer Support Digital Transformation with HubSpot' may be useful to those interested in Product Management roles because it covers the importance of using CRM in a business context and teaches how to define CRM.
Sales Operations Manager
Sales Operations Manager
Sales Operations Managers oversee the day-to-day operations of a sales team. They may also develop and implement sales strategies. 'Customer Support Digital Transformation with HubSpot' may be useful to Sales Operations Managers because it covers how to evaluate the alignment between customer support digital transformation and existing business strategy.
Marketing Operations Manager
Marketing Operations Manager
Marketing Operations Managers lead and oversee the operational aspects of marketing campaigns. They may develop and implement marketing automation strategies and work with other departments to ensure smooth campaign execution. 'Customer Support Digital Transformation with HubSpot' may be useful to those interested in Marketing Operations Management roles because it covers managing CRM and analyzing data to find ways to improve business processes.
Digital Marketing Manager
Digital Marketing Manager
Digital Marketing Managers plan and execute digital marketing campaigns. They research trends, analyze data, and build relationships with influencers to reach target audiences. 'Customer Support Digital Transformation with HubSpot' may be useful to Digital Marketing Managers because it covers topics such as evaluating the alignment between customer support digital transformation and existing business strategy.
For more career information including salaries, visit:
OpenCourser.com/course/pyq1nk/customer
Reading list
We've selected ten 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 Support digital transformation with HubSpot.
Provides a roadmap for businesses to digitally transform their operations and customer experiences.
This classic book explores the challenges that established businesses face when trying to innovate and provides a framework for overcoming these challenges.
Provides a roadmap for businesses to successfully transition their products from early adopters to mainstream customers.
Provides a practical guide to the lean startup methodology, which helps businesses to validate their ideas quickly and cheaply.
Save
Provides a framework for developing and evaluating effective business strategies.
Save
Provides a practical guide to customer acquisition and growth for startups.
Provides insights into the challenges and rewards of building a successful business.
Save
Provides a unique perspective on innovation and the importance of creating new markets.
Provides a framework for understanding the different types of innovation and how to create and sustain successful growth.
Provides a practical guide to the lean product development process, which helps businesses to develop and launch products quickly and efficiently.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/pyq1nk/customer
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Effort
2 hours
Level
Introductory
Via
Coursera
Institution
Coursera Project Network
Instructor
Mahi Ismail
Language
English
Good to know
Suitable for small to medium-sized business owners and managers
Suitable for learners interested in optimizing their business functions, specifically customer support
Suitable for learners new to digital transformation and customer support optimization
Learners will gain experience with HubSpot CRM tool for customer support optimization
This project-based course focuses on practical skill development
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