Este curso faz parte do Programa de cursos integrados Customer Centricity with Professor Jagdish Sheth

Jagdish Sheth

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Programa de cursos integrados Customer Centricity with Professor Jagdish ShethUniversity System of Georgia

Informações sobre o curso

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This course suggests why companies should be customer centric. Customer centricity provides a number of competitive advantages including revenue growth and cost reduction. The key concept is customer lifetime value (CLV) For example, a typical household spends more than $500,000 over 15 years at nearby grocery stores. Customer centricity is important, but most organizations struggle to implement it properly. This is due to internal operations, processes, and most importantly, cost accounting systems. Since the industrial age, the cost accounting focus has been very product centric, and there needs to be a shift customer centric accounting. This course, taught by Professor Jagdish Sheth, 2020 Padma Bhushan Award winner for Literature and Education, offers videos, articles, and recommendations from senior industry leaders on how to successfully implement customer centricity.

Prazos flexíveis

Redefinir os prazos de acordo com sua programação.

Certificados compartilháveis

Tenha o certificado após a conclusão

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Curso 1 de 4 no

Programa de cursos integrados Customer Centricity with Professor Jagdish Sheth

Nível iniciante

At least two years of work experience and a graduate level education is recommended.

Aprox. 10 horas para completar

Inglês

Sua empresa se beneficiaria do treinamento dos funcionários em habilidades sob demanda?

Experimente o Coursera for Business

Habilidades que você terá

2. Understand the cumulative value of customer loyalty
3. Understand how processes and legacy systems are key obstacles to implementing customer centricity
1. Understand the economic value of customer centricity
5. Understand why the role of chief customer officer must be created at the corporate level to coordinate and integrate activities across products and business units
4. Understand why a shift away the cost accounting system is crucial for creating a customer centric organization

Prazos flexíveis

Redefinir os prazos de acordo com sua programação.

Certificados compartilháveis

Tenha o certificado após a conclusão

100% on-line

Comece imediatamente e aprenda em seu próprio cronograma.

Curso 1 de 4 no

Programa de cursos integrados Customer Centricity with Professor Jagdish Sheth

Nível iniciante

At least two years of work experience and a graduate level education is recommended.

Aprox. 10 horas para completar

Inglês

Sua empresa se beneficiaria do treinamento dos funcionários em habilidades sob demanda?

Experimente o Coursera for Business

Instrutores

Jagdish Sheth

183 aprendizes

4 Cursos

oferecido por

University System of Georgia

Veja como os funcionários das principais empresas estão se especializando em habilidades sob demanda

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Programa - O que você aprenderá com este curso

Semana

Semana 1

2 horas para concluir

Introduction to Customer Centricity

2 horas para concluir

12 vídeos (Total 39 mín.), 3 leituras, 2 testes

12 videos

Course Intro25s

The Evolution of Marketing4min

The Strategic Advantage of Customer Centricity4min

Three Different Roles of the Customer3min

Becoming the Customer's Choice3min

CEO Advice: Doug Shipman on the Importance of Customer Centricity1min

Anticipating Future Customer Expectations4min

Integrate Marketing with Customer Centricity4min

Understanding Customer Motivations3min

Customer Service and Support4min

CEO Advice: Dick Anderson on Customer Satisfaction1min

Give the Customer Multiple Reasons to Buy3min

3 leituras

About this course10min

About the Assignments5min

Discussion Forum Guidleines10min

2 exercícios práticos

Module 1 Practice Quiz30min

Module 1 Summative Quiz30min

Semana

Semana 2

2 horas para concluir

Implementing Customer Centricity

2 horas para concluir

20 vídeos (Total 59 mín.)

20 videos

How to Implement Customer Centricity - Introduction2min

Why Customer Centricity is a Necessity (part 1)2min

Why Customer Centricity is a Necessity (part 2)1min

Expert Advice: Dr. Ken Bernhardt on Customer Loyalty2min

Proper Accounting Within a Customer Centric Company4min

Why It's Difficult to Implement Customer Centricity4min

#1 of the Nine Initiatives to Implement Customer Centricity3min

#2 of the Nine Initiatives to Implement Customer Centricity2min

#3 of the Nine Initiatives to Implement Customer Centricity3min

#4 of the Nine Initiatives to Implement Customer Centricity1min

#5 of the Nine Initiatives to Implement Customer Centricity1min

#6 of the Nine Initiatives to Implement Customer Centricity4min

#7 of the Nine Initiatives to Implement Customer Centricity2min

#8 of the Nine Initiatives to Implement Customer Centricity4min

#9 of the Nine Initiatives to Implement Customer Centricity2min

CEO Advice: William Pate on the Role of the Chief Marketing Officer1min

Seven Issues Implementing Customer Centricity (part 1)3min

Seven Issues Implementing Customer Centricity (part 2)4min

CEO Advice: Dick Anderson on Difficulties Implementing Customer Centricity1min

Expert Advice: Dr. Ken Bernhardt on Difficulties Implementing Customer Centricity2min

2 exercícios práticos

Module 2 Practice Quiz30min

Module 2 Summative Quiz30min

Semana

Semana 3

6 horas para concluir

How to Create Value for Customers

6 horas para concluir

42 vídeos (Total 193 mín.), 1 leitura, 3 testes

42 videos

1 - Introduction: Creating Performance & Price Value4min

2 - Growing Importance of CRM Systems2min

3 - Consumer Centricity vs. Product Marketing7min

CEO Advice: Dick Anderson on Customer Centric Marketing1min

4 - Competition Drives Growth4min

5 - One-to-One Marketing4min

CEO Advice: William Pate on One-to-One Marketing1min

6 - The 20:80 Ratio7min

7 - Finding Profitable Customers4min

8 - Outsourcing Selected Customers2min

9 - Customer Loyalty Limitations7min

CEO Advice: Doug Shipman on Maximizing Customer Loyalty2min

10 - Understanding Price Sensitivity4min

11 - Customer Relationship Management3min

12 - David Almost Always Wins3min

13 - Introduction: Understanding Customers4min

14 - Product Quality Is Not Enough3min

15 - Customer Orientation Wins!3min

16 - Who Is a Customer?5min

17 - Satisfying All Three Roles4min

18 - Creating the Win-Win-Win!6min

CEO Advice: Doug Shipman on Which is Most Important: Performance, Price, or Service2min

1 - Introduction: Creating Service Value4min

2 - Service Value: The Model2min

3 - How Quality Impacts Performance Value3min

4 - How Quality Impacts Service Value3min

5 - The Quality Win-Win5min

6 - The Importance of Differentiation5min

7 - The Growing Importance of Innovation6min

8 - Price Value via Target Closing4min

9 - The Intel Example6min

10 - The Importance of Mass Customization8min

11 - Demand-Driven Manufacturing8min

12 - Global Sourcing7min

13 - Service Value: Frontline Information Systems4min

14 - Service Value: Universal Access4min

15 - Service Value: Easy To Do Business3min

16 - Service Value: Relational Nurture6min

17 - Service Value: Concluding Comments4min

Interview - 13min

Interview - 23min

Interview - 33min

1 leituras

Competitive Advantages Through Customer Satisfaction20min

2 exercícios práticos

Module 3 Practice Quiz30min

Module 3 Summative Quiz30min

Sobre Programa de cursos integrados Customer Centricity with Professor Jagdish Sheth

This is a master class in Customer Centricity. Professor Jagdish Sheth, 2020 Padma Bhushan Award winner for Literature and Education, guides you through proven strategies and practical steps for implementing customer centricity practices into your business. Professor Sheth shares wisdom and insight from decades of experience, years of research, and recommendations from multiple senior industry leaders to help grow your business and cut costs by keeping the customers you have by creating a customer centric culture.

Perguntas Frequentes – FAQ

When will I have access to the lectures and assignments?
Access to lectures and assignments depends on your type of enrollment. If you take a course in audit mode, you will be able to see most course materials for free. To access graded assignments and to earn a Certificate, you will need to purchase the Certificate experience, during or after your audit. If you don't see the audit option:
The course may not offer an audit option. You can try a Free Trial instead, or apply for Financial Aid.
The course may offer 'Full Course, No Certificate' instead. This option lets you see all course materials, submit required assessments, and get a final grade. This also means that you will not be able to purchase a Certificate experience.
What will I get if I subscribe to this Specialization?
When you enroll in the course, you get access to all of the courses in the Specialization, and you earn a certificate when you complete the work. Your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile. If you only want to read and view the course content, you can audit the course for free.
Is financial aid available?
Yes. In select learning programs, you can apply for financial aid or a scholarship if you can’t afford the enrollment fee. If fin aid or scholarship is available for your learning program selection, you’ll find a link to apply on the description page.

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Customer Centricity as Competitive Advantage - Jagdish Sheth

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