Customer Experience Management Business Value Analysis

Organizations recognize that exceeding customer expectations while delivering value is necessary for long-term viability. Students examine the Customer Lifetime Value model, the role of customer satisfaction in an organization's financial results, as well as the financial implications of individual customer strategies on an organization's bottom-line/budget and reputation. Through a series of workshops and assignments, students practice customer benefit analysis methods and learn to use customer value information to increase customer-base profit. Major topics include techniques to engage and empower customers.