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所在平台: Coursera |
课程主页: https://www.coursera.org/learn/customercentricity
课程评论：没有评论
课程名称：客户中心主义作为竞争优势 - 贾吉什·谢思 课程概述： 本课程探讨了为何公司应以客户为中心。客户中心主义带来了多个竞争优势，包括收入增长和成本降低。关键概念是客户生命周期价值（CLV），例如，一个典型家庭在15年内在附近的杂货店消费超过50万美元。虽然客户中心主义非常重要，但大多数组织在实施过程中存在困难，这主要源于内部运营、流程及成本核算系统的问题。 课程大纲： 1. **客户中心主义介绍** - 描述：随着全球竞争的加剧和产品的同质化，培养和发展客户忠诚度变得至关重要。虽然航空公司常客计划等忠诚度计划有效，但更需要的是将公司从以产品为中心的模式转变为以客户为中心的模式。 2. **实施客户中心主义** - 描述：尽管客户中心主义非常有用，但实施起来却非常困难。内部流程和权力斗争为从以产品为中心转变为以客户为中心的组织带来了障碍。 3. **如何为客户创造价值** - 描述：商业的目的在于为客户创造真正的价值。客户主要追求三种价值：性能价值、价格价值和服务价值。因此，如果您能够以低于竞争对手的价格提供优质产品，并采用以客户为导向的方式，您将能够成为市场领导者。
Name:Introduction to Customer Centricity
Description:With growing global competition and the commodification of products, it is important to develop and nurture customer loyalty. While loyalty programs such as airline frequent flyer programs are good, what is needed is the reorganization of the company from a product centric to a customer centric company.
Name:Implementing Customer Centricity
Description:Customer centricity, while very useful, is very hard to implement. Internal processes and turf wars create obstacles for reorganizing from a product centric to a customer centric organization.
Name:How to Create Value for Customers
Description:The purpose of business is to create real value for its customers. Customers seek three main values: performance value, price value, and service value. Therefore, if you offer a superior product at a price lower than the competition in a customer friendly manner, you will become a market leader.
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 sys
