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所在平台: Udemy |
课程主页: https://www.udemy.com/course/cco-chief-customer-officer/
课程评论：没有评论
课程名称：CCO：首席客户官：客户体验之旅、成功与关怀2025 课程概述：在当今竞争激烈的市场中，企业必须优先关注客户体验（CX），以推动客户保留、忠诚度和业务增长。本课程旨在帮助希望成为首席客户官（CCO）或提升客户成功、支持及服务优化专业知识的专业人士。由行业专家迈克·普里图拉（Mike Pritula）主讲，本课程提供了一种结构化的方法来开发和实施高影响力的客户体验策略。通过实践洞察、最佳实践和真实案例研究，您将获得引领以客户为中心的项目、优化流程和提升服务标准的技能。 您将学习： - CCO的角色与责任：理解首席客户官的战略职能以及如何推动公司范围内的CX转型。 - 客户服务策略：构建和实施增强满意度、保留率和收入增长的客户中心策略。 - 客户成功与忠诚度：开发客户旅程映射、保留计划和长期参与的框架。 - 服务流程优化：精简运营、整合自动化工具并提高支持和关怀职能的团队效率。 - 客户分析与指标：学习如何跟踪、测量和分析关键服务绩效指标，以优化客户体验。 - 处理困难客户：掌握冲突解决技巧和有效管理升级的策略。 - 客户体验与创新的未来：探索客户成功、人工智能驱动的支持和服务自动化的最新趋势。 课程结构：本课程由8个结构化模块组成，每个模块覆盖CX领导力的关键方面。课程包括录制的课程、实践作业和可立即在组织中实施的可操作框架。 为何选择本课程？ - 行业专家指导：向经验丰富的客户服务及CX领域领导者学习。 - 实践应用：获得可操作的策略、模板和真实的最佳实践。 - 灵活学习：按自己的节奏学习，随时访问录制的课程。 - 认证：完成课程后获得证书，验证您作为客户体验领袖的专业知识。 立即报名，迈出职业发展的下一步，成为高影响力的首席客户官！
Chief Customer Officer (CCO): Mastering CX, Support, and RetentionIn today's competitive market, businesses must prioritize customer experience (CX) to drive retention, loyalty, and business growth. This course is designed for professionals aspiring to become Chief Customer Officers (CCOs) or enhance their expertise in customer success, support, and service optimization.Led by industry expert Mike Pritula, this course provides a structured approach to developing and implementing high-impact customer experience strategies. Through practical insights, best practices, and real-world case studies, you will gain the skills to lead customer-centric initiatives, optimize processes, and elevate service standards.What You Will Learn:• CCO Role & Responsibilities: Understand the strategic function of a Chief Customer Officer and how to drive company-wide CX transformation.• Customer Service Strategy: Build and implement customer-centric strategies that enhance satisfaction, retention, and revenue growth.• Customer Success & Loyalty: Develop frameworks for customer journey mapping, retention programs, and long-term engagement.• Service Process Optimization: Streamline operations, integrate automation tools, and improve team efficiency in support and care functions.• Customer Analytics & Metrics: Learn how to track, measure, and analyze key service performance indicators to optimize the customer experience.• Handling Difficult Customers: Master conflict resolution techniques and strategies for managing escalations effectively.• Future of CX & Innovation: Explore the latest trends in customer success, AI-driven support, and service automation.Course Porgram:Class 1: Role and Responsibilities of the Director of Customer CareMain tasks and key functions in the company.Impact on customer experience and business results.Key KPIs: NPS, CSAT, CES, FCR.Interaction with other departments (marketing, sales, product).Leadership and change management in customer service.Class 2: Auditing Customer Care performanceAudit Goals and Objectives: how to assess the current situation.Customer Journey Mapping: analyzing the customer journey.Data collection methods: surveys, interviews, feedback.Evaluation of key processes and indicators.SWOT analysis: strengths and weaknesses of the team.Identifying bottlenecks and defining growth points.Class 3: Developing a customer service strategyBuilding the vision and mission of customer service.Defining long-term and short-term goals.Development of service policy and standards.Selection of service model: omnichannel, self-service and others.Preparation and implementation of the strategy.Class 4: Managing the Customer Care TeamRecruitment and adaptation of employees in the team.Training and development: regular trainings and coaching.Motivation systems: financial and non-financial.Performance management: regular appraisals and feedback.Building a culture of support and engagement.Creating career tracks for employees.Class 5: Process Optimization, AI and AutomationAnalysis of current processes: how to determine what needs to be optimized.Using CRM and CCM systems.Implementation of automation: chatbots, AI and self-service.Building SLAs (service levels) and SOPs (operational standards).Monitoring and quality control of processes.Cases of successful automation in customer service.Class 6: Key metrics and analyticsMetrics for measuring customer experience: NPS, CSAT, CES.Team performance metrics: AHT, FCR, SLA.Analyzing feedback from customers.Reporting systems and data visualization.Using analytics for decision making.Class 7: Dealing with difficult clients and situationsTypes of difficult clients and basic approaches to working with them.Conflict management: active listening techniques.Escalation: how and when to involve the manager.Standards of communication in crisis situations.Building a plan to prevent negative feedback.The role of empathy in working with clients.Class 8: Innovation and the Future of Customer ServiceNew technologies in Customer Care: what is important to know.Trends and best practices at the global level.The role of artificial intelligence and big data in customer care.Innovative approaches to omnichannelization.How to stay competitive in a changing world.Building long-term plans for service development.Sign up for the courseCourse Structure:The program consists of 8 structured modules, each covering a critical aspect of CX leadership. Lessons include recorded sessions, practical assignments, and actionable frameworks to implement immediately in your organization.Why Take This Course?• Industry Expert Instruction: Learn from an experienced customer service and CX leader.• Practical Application: Gain actionable strategies, templates, and real-world best practices.• Flexible Learning: Study at your own pace with on-demand recorded lessons.• Certification: Earn a certificate upon completion to validate your expertise as a customer experience leader.Take the next step in your career and become a high-impact Chief Customer Officer. Enroll today!
