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所在平台: Udemy |
课程主页: https://www.udemy.com/course/customercentricity101/
课程评论：没有评论
课程名称：理解客户中心主义以实现商业成功 课程概述：许多商业领袖可能认为客户中心主义仅仅是客户服务，甚至有人将客户服务称为客户体验。本课程将全面解释客户中心主义，阐明它应如何渗透整个企业的所有运营和职能，而不仅仅是解决当前的客户关系（客户服务或客户成功的定义）。您将更好地理解客户中心主义如何促使您做出更好且更明智的决策。 通过将客户置于业务中心，您将学习到如何推动更好的客户参与，从而提高NPS评分、星级评价、书面评论的质量和员工体验。同时，您将掌握客户中心主义的定义，并了解如何引导他人形成统一的理解，从而让客户中心主义为您的组织带来益处。课程还将涵盖与工具相关的主题，以帮助规划活动，利用数据促进成功和整体客户体验。 需要注意的是，本课程并不是魔法，也不会提供解决所有问题的“魔杖”；而是为您提供了一种新的视角来审视现有问题，规划以避免未来问题，揭示文化障碍并将这一切联系在一起的基础。
Some business leaders may believe that Customer Centricity is simply Customer Service, some even refer to customer service as customer experience. And, what about Customer Success Managers, are they being customer centric? In this course, Customer Centricity will be explained, describing how it should permeate an entire business, across all operations and functions, not just problem solving a current customer relationship (the very definition of customer service or customer success). You'll better understand how customer centricity will lead to better and more informed decisions.You will also understand how putting the customer at the center of a business can drive better customer engagement leading to higher NPS scores, higher star ratings, better written reviews and a better employee experience. And, you will understand it's definition and how to lead others to a unified definition of how customer centricity can benefit your organization. We will cover some additional topics related to tools to assist in planning activities, using data for success and the overall customer experience.This course is not magic and doesn't give you a magic wand that solves all your problems; it does give you a basis for formulating new ways of looking at existing problems, planning to avoid future problems, exposing cultural barriers and tying it all to together.
