Customer Centric Enterprise
This course is part of the following part-time on campus and/or online program(s):
Optimizing the customer experience can create real and quantifiable value for companies. Through global service learning and field projects, students think through the full set of points at which they interact with customers and determine the appropriate CXM strategies based on the relative value of each segment. Emphasis is on improving an organization's customer-centricity across multiple channels. Through the development of a strategic framework (customer experience map) and maturity model, students gain experience in generating relevant customer insights, assessing environment dynamics, evaluating the customer lifetime value and conducting a customer benefit analysis.
All sections for this course are in progress.