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所在平台: Udemy |
课程主页: https://www.udemy.com/course/customer-experience-management-cxm/
课程评论：没有评论
课程名称：客户体验管理（CXM） 课程概述：随着客户期望变化的速度日益加快，提供卓越的客户体验必须成为竞争优势。如果您在一个客户体验至关重要的行业工作，那么这门要求投入时间的CXM课程将是您最佳的选择。该课程旨在为学习者提供必要的知识、工具和见解，使其成为提供最佳客户体验的专家。您将探索客户体验（CX）的基础知识，揭示关键指标及其在现实生活中的影响，能够分析客户反馈，理解CX对最佳商业成果的影响。我们将讨论常见的CX挑战，以及克服这些挑战的建议。此外，课程还将帮助您识别创新机会，以创造难忘且具有高影响力的客户互动。 课程内容包括： 1. **客户体验入门**：介绍客户体验的基本概念、客户生命周期及其阶段、CX指标等。 2. **CX指标**：学习关键客户体验指标（如NPS、CSAT、CES和CLV），理解如何衡量和提升客户满意度与忠诚度，并探讨CX绩效与商业成果之间的联系。 3. **客户体验的挑战**：理解管理客户体验中的共同挑战的根本原因，以及如何克服这些挑战以实现更有效和可扩展的CX策略。 4. **客户体验的创新机会**：探索增强客户体验的创新方法，包括数据驱动的策略和先进技术，以及5 C's框架。 5. **客户体验管理（CEM）**：介绍客户体验管理的概念，区分CX和CEM，提供实践指导，并探索各种CXM软件。 6. **理解客户旅程**：学习客户旅程的关键阶段、接触点和常见痛点，介绍旅程映射工具和技术，以改善各阶段的客户互动。 7. **全渠道CXM的四个支柱**：覆盖从电子邮件到市场自动化的各种接触点，理解如何整合渠道、工具和技术，以提供无缝且统一的客户体验。 8. **设计CX策略**：通过将客户体验目标与商业目标对齐，指导学员设计有效的CX策略，并探讨客户角色、客户声音（VoC）和个性化。 这个课程将通过互动作业、真实案例研究和实践策略，帮助您成为有效处理客户的专业人士，无论您是希望改善客户关系的从业者，还是希望建立以客户为中心文化的组织。不要错过成为CXM专家的机会，立即注册！
As customer expectations change more quickly than ever before, delivering an exceptional experience must become a competitive advantage.If you are working in an industry where customer experience matters a lot for customer retention, then this time-demanding CXM-Customer Experience Management course is the best one you can choose.This course is designed to equip learners with the essential knowledge, tools, and insights to become experts in delivering the best customer experience.You'll explore the foundations of customer experience (CX) and uncover critical metrics and their impact in real life. You will be able to analyze customer feedback and understand the impact of CX on optimal business outcomes.We will discuss the common CX challenges, along with tips to overcome them. Additionally, in our course, you will be able to identify innovation opportunities to create memorable, high-impact customer interactions.You will gain a thorough understanding of customer experience management (CXM) as you go. You will develop knowledge of tools and techniques for journey mapping, using data to inform decisions, and designing omnichannel experiences, which is a smooth and integrated approach to customer interactions across multiple channels that guarantee customer satisfaction, loyalty, and business outcomes through a combination of interactive assignments, real-world case studies, and hands-on strategies.This course will guide you in becoming a professional who can deal with customers efficiently and effectively, regardless of whether you are a professional looking to improve customer relationships or an organization looking to build a customer-first culture.Don't miss out on the chance to become an expert in CXM- customer experience management.Enroll Now!This course comes with the following Sections:Introduction to Customer Experience: In this part of our course you will get a brief idea of customer experience, and what counts while considering customer experience. In this context, we will discuss the customer life cycle, its stages, CX metrics, and lots more.CX Metrics: Throughout this section of our CXM course, learners will learn about the key customer experience (CX) metrics such as NPS, CSAT, CES, and CLV to understand how to measure and improve customer satisfaction and loyalty. A linkage between CX performance and business outcomes like revenue, churn, and retention is also discussed.Challenges of Customer Experiences: There are some common challenges organizations face in managing customer experience, from data limitations to personalization struggles. In this section, learners will understand the root causes of these challenges and how to overcome them for a more effective, scalable CX strategy.Opportunities for Innovations in Customer Experiences: In this part of our course, you will explore innovative ways to enhance customer experience, including data-driven strategies, advanced technologies, etc. Learners will also explore the 5 C's framework for exceptional customer experience.Customer Experience Management: The purpose of this section is to introduce you to the concept of Customer Experience Management (CEM), and the difference between CX and CEM. You will get practical guidelines on CEM and will explore various CXM software.Understanding the Customer Journey: The focus of this section of our course is to help learners understand the full customer journey by exploring its key stages, touchpoints, and common pain points. It also introduces journey mapping tools and techniques to improve customer interactions across all phases.Four Pillars of Omni Channel CXM: The four key pillars of omnichannel customer experience management, covering diverse touchpoints from emails to marketing automation will be covered throughout this section. You will understand how to integrate channels, tools, and technologies to deliver a seamless and unified customer experienceDesigning a CX Strategy: By aligning customer experience goals with business objectives, this section of our CXM course guides participants in designing an effective CX strategy. For meaningful, data-driven experiences, it discusses customer personas, Voice of the Customer (VoC), and personalization
