Этот курс входит в специализацию ''Специализация Customer Centricity with Professor Jagdish Sheth'

Jagdish Sheth

от партнера

Специализация Customer Centricity with Professor Jagdish ShethUniversity System of Georgia

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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.

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Курс 1 из 4 в программе

Специализация Customer Centricity with Professor Jagdish Sheth

Начальный уровень

At least two years of work experience and a graduate level education is recommended.

Прибл. 10 часов на выполнение

Английский

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Приобретаемые навыки

2. Understand the cumulative value of customer loyalty
3. Understand how processes and legacy systems are key obstacles to implementing customer centricity
1. Understand the economic value of customer centricity
5. Understand why the role of chief customer officer must be created at the corporate level to coordinate and integrate activities across products and business units
4. Understand why a shift away the cost accounting system is crucial for creating a customer centric organization

Гибкие сроки

Назначьте сроки сдачи в соответствии со своим графиком.

Сертификат, ссылками на который можно делиться с другими людьми

Получите сертификат по завершении

100% онлайн

Начните сейчас и учитесь по собственному графику.

Курс 1 из 4 в программе

Специализация Customer Centricity with Professor Jagdish Sheth

Начальный уровень

At least two years of work experience and a graduate level education is recommended.

Прибл. 10 часов на выполнение

Английский

Будет ли вашей компании выгодно обучить сотрудников востребованным навыкам?

Попробуйте Coursera для бизнеса

Преподаватели

Jagdish Sheth

122 учащихся

4 курса

от партнера

University System of Georgia

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Программа курса: что вы изучите

Неделя

Неделя 1

2 ч. на завершение

Introduction to Customer Centricity

2 ч. на завершение

12 видео ((всего 39 мин.)), 3 материалов для самостоятельного изучения, 2 тестов

12 видео

Course Intro25

The Evolution of Marketing4мин

The Strategic Advantage of Customer Centricity4мин

Three Different Roles of the Customer3мин

Becoming the Customer's Choice3мин

CEO Advice: Doug Shipman on the Importance of Customer Centricity1мин

Anticipating Future Customer Expectations4мин

Integrate Marketing with Customer Centricity4мин

Understanding Customer Motivations3мин

Customer Service and Support4мин

CEO Advice: Dick Anderson on Customer Satisfaction1мин

Give the Customer Multiple Reasons to Buy3мин

3 материала для самостоятельного изучения

About this course10мин

About the Assignments5мин

Discussion Forum Guidleines10мин

2 практических упражнения

Module 1 Practice Quiz30мин

Module 1 Summative Quiz30мин

Неделя

Неделя 2

2 ч. на завершение

Implementing Customer Centricity

2 ч. на завершение

20 видео ((всего 59 мин.))

20 видео

How to Implement Customer Centricity - Introduction2мин

Why Customer Centricity is a Necessity (part 1)2мин

Why Customer Centricity is a Necessity (part 2)1мин

Expert Advice: Dr. Ken Bernhardt on Customer Loyalty2мин

Proper Accounting Within a Customer Centric Company4мин

Why It's Difficult to Implement Customer Centricity4мин

#1 of the Nine Initiatives to Implement Customer Centricity3мин

#2 of the Nine Initiatives to Implement Customer Centricity2мин

#3 of the Nine Initiatives to Implement Customer Centricity3мин

#4 of the Nine Initiatives to Implement Customer Centricity1мин

#5 of the Nine Initiatives to Implement Customer Centricity1мин

#6 of the Nine Initiatives to Implement Customer Centricity4мин

#7 of the Nine Initiatives to Implement Customer Centricity2мин

#8 of the Nine Initiatives to Implement Customer Centricity4мин

#9 of the Nine Initiatives to Implement Customer Centricity2мин

CEO Advice: William Pate on the Role of the Chief Marketing Officer1мин

Seven Issues Implementing Customer Centricity (part 1)3мин

Seven Issues Implementing Customer Centricity (part 2)4мин

CEO Advice: Dick Anderson on Difficulties Implementing Customer Centricity1мин

Expert Advice: Dr. Ken Bernhardt on Difficulties Implementing Customer Centricity2мин

2 практических упражнения

Module 2 Practice Quiz30мин

Module 2 Summative Quiz30мин

Неделя

Неделя 3

6 ч. на завершение

How to Create Value for Customers

6 ч. на завершение

42 видео ((всего 193 мин.)), 1 материал для самостоятельного изучения, 3 тестов

42 видео

1 - Introduction: Creating Performance & Price Value4мин

2 - Growing Importance of CRM Systems2мин

3 - Consumer Centricity vs. Product Marketing7мин

CEO Advice: Dick Anderson on Customer Centric Marketing1мин

4 - Competition Drives Growth4мин

5 - One-to-One Marketing4мин

CEO Advice: William Pate on One-to-One Marketing1мин

6 - The 20:80 Ratio7мин

7 - Finding Profitable Customers4мин

8 - Outsourcing Selected Customers2мин

9 - Customer Loyalty Limitations7мин

CEO Advice: Doug Shipman on Maximizing Customer Loyalty2мин

10 - Understanding Price Sensitivity4мин

11 - Customer Relationship Management3мин

12 - David Almost Always Wins3мин

13 - Introduction: Understanding Customers4мин

14 - Product Quality Is Not Enough3мин

15 - Customer Orientation Wins!3мин

16 - Who Is a Customer?5мин

17 - Satisfying All Three Roles4мин

18 - Creating the Win-Win-Win!6мин

CEO Advice: Doug Shipman on Which is Most Important: Performance, Price, or Service2мин

1 - Introduction: Creating Service Value4мин

2 - Service Value: The Model2мин

3 - How Quality Impacts Performance Value3мин

4 - How Quality Impacts Service Value3мин

5 - The Quality Win-Win5мин

6 - The Importance of Differentiation5мин

7 - The Growing Importance of Innovation6мин

8 - Price Value via Target Closing4мин

9 - The Intel Example6мин

10 - The Importance of Mass Customization8мин

11 - Demand-Driven Manufacturing8мин

12 - Global Sourcing7мин

13 - Service Value: Frontline Information Systems4мин

14 - Service Value: Universal Access4мин

15 - Service Value: Easy To Do Business3мин

16 - Service Value: Relational Nurture6мин

17 - Service Value: Concluding Comments4мин

Interview - 13мин

Interview - 23мин

Interview - 33мин

1 материал для самостоятельного изучения

Competitive Advantages Through Customer Satisfaction20мин

2 практических упражнения

Module 3 Practice Quiz30мин

Module 3 Summative Quiz30мин

Специализация Customer Centricity with Professor Jagdish Sheth: общие сведения

This is a master class in Customer Centricity. Professor Jagdish Sheth, 2020 Padma Bhushan Award winner for Literature and Education, guides you through proven strategies and practical steps for implementing customer centricity practices into your business. Professor Sheth shares wisdom and insight from decades of experience, years of research, and recommendations from multiple senior industry leaders to help grow your business and cut costs by keeping the customers you have by creating a customer centric culture.

Часто задаваемые вопросы

When will I have access to the lectures and assignments?
Access to lectures and assignments depends on your type of enrollment. If you take a course in audit mode, you will be able to see most course materials for free. To access graded assignments and to earn a Certificate, you will need to purchase the Certificate experience, during or after your audit. If you don't see the audit option:
The course may not offer an audit option. You can try a Free Trial instead, or apply for Financial Aid.
The course may offer 'Full Course, No Certificate' instead. This option lets you see all course materials, submit required assessments, and get a final grade. This also means that you will not be able to purchase a Certificate experience.
What will I get if I subscribe to this Specialization?
When you enroll in the course, you get access to all of the courses in the Specialization, and you earn a certificate when you complete the work. Your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile. If you only want to read and view the course content, you can audit the course for free.
Is financial aid available?
Yes. In select learning programs, you can apply for financial aid or a scholarship if you can’t afford the enrollment fee. If fin aid or scholarship is available for your learning program selection, you’ll find a link to apply on the description page.

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Customer Centricity as Competitive Advantage - Jagdish Sheth

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