Ce cours fait partie de la Spécialisation Customer Centricity with Professor Jagdish Sheth

Jagdish Sheth

Offert par

Spécialisation Customer Centricity with Professor Jagdish ShethUniversity System of Georgia

À propos de ce cours

3 427 consultations récentes

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.

Dates limites flexibles

Réinitialisez les dates limites selon votre disponibilité.

Certificat partageable

Obtenez un Certificat lorsque vous terminez

100 % en ligne

Commencez dès maintenant et apprenez aux horaires qui vous conviennent.

Cours 1 sur 4 dans le

Spécialisation Customer Centricity with Professor Jagdish Sheth

Niveau débutant

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

Approx. 10 heures pour terminer

Anglais

Votre entreprise pourrait-elle bénéficier de la formation des employés à des compétences recherchées ?

Essayez Coursera pour les affaires

Compétences que vous acquerrez

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

Dates limites flexibles

Réinitialisez les dates limites selon votre disponibilité.

Certificat partageable

Obtenez un Certificat lorsque vous terminez

100 % en ligne

Commencez dès maintenant et apprenez aux horaires qui vous conviennent.

Cours 1 sur 4 dans le

Spécialisation Customer Centricity with Professor Jagdish Sheth

Niveau débutant

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

Approx. 10 heures pour terminer

Anglais

Votre entreprise pourrait-elle bénéficier de la formation des employés à des compétences recherchées ?

Essayez Coursera pour les affaires

Enseignant

Jagdish Sheth

122 étudiants

4 cours

Offert par

University System of Georgia

Découvrez comment les employés des entreprises prestigieuses maîtrisent des compétences recherchées

En savoir plus sur Coursera pour les affaires

Programme de cours : ce que vous apprendrez dans ce cours

Semaine

Semaine 1

2 heures pour terminer

Introduction to Customer Centricity

2 heures pour terminer

12 vidéos (Total 39 min), 3 lectures, 2 quiz

12 vidéos

Course Intro25s

The Evolution of Marketing4 min

The Strategic Advantage of Customer Centricity4 min

Three Different Roles of the Customer3 min

Becoming the Customer's Choice3 min

CEO Advice: Doug Shipman on the Importance of Customer Centricity1 min

Anticipating Future Customer Expectations4 min

Integrate Marketing with Customer Centricity4 min

Understanding Customer Motivations3 min

Customer Service and Support4 min

CEO Advice: Dick Anderson on Customer Satisfaction1 min

Give the Customer Multiple Reasons to Buy3 min

3 lectures

About this course10 min

About the Assignments5 min

Discussion Forum Guidleines10 min

2 exercices pour s'entraîner

Module 1 Practice Quiz30 min

Module 1 Summative Quiz30 min

Semaine

Semaine 2

2 heures pour terminer

Implementing Customer Centricity

2 heures pour terminer

20 vidéos (Total 59 min)

20 vidéos

How to Implement Customer Centricity - Introduction2 min

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

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

Expert Advice: Dr. Ken Bernhardt on Customer Loyalty2 min

Proper Accounting Within a Customer Centric Company4 min

Why It's Difficult to Implement Customer Centricity4 min

#1 of the Nine Initiatives to Implement Customer Centricity3 min

#2 of the Nine Initiatives to Implement Customer Centricity2 min

#3 of the Nine Initiatives to Implement Customer Centricity3 min

#4 of the Nine Initiatives to Implement Customer Centricity1 min

#5 of the Nine Initiatives to Implement Customer Centricity1 min

#6 of the Nine Initiatives to Implement Customer Centricity4 min

#7 of the Nine Initiatives to Implement Customer Centricity2 min

#8 of the Nine Initiatives to Implement Customer Centricity4 min

#9 of the Nine Initiatives to Implement Customer Centricity2 min

CEO Advice: William Pate on the Role of the Chief Marketing Officer1 min

Seven Issues Implementing Customer Centricity (part 1)3 min

Seven Issues Implementing Customer Centricity (part 2)4 min

CEO Advice: Dick Anderson on Difficulties Implementing Customer Centricity1 min

Expert Advice: Dr. Ken Bernhardt on Difficulties Implementing Customer Centricity2 min

2 exercices pour s'entraîner

Module 2 Practice Quiz30 min

Module 2 Summative Quiz30 min

Semaine

Semaine 3

6 heures pour terminer

How to Create Value for Customers

6 heures pour terminer

42 vidéos (Total 193 min), 1 lecture, 3 quiz

42 vidéos

1 - Introduction: Creating Performance & Price Value4 min

2 - Growing Importance of CRM Systems2 min

3 - Consumer Centricity vs. Product Marketing7 min

CEO Advice: Dick Anderson on Customer Centric Marketing1 min

4 - Competition Drives Growth4 min

5 - One-to-One Marketing4 min

CEO Advice: William Pate on One-to-One Marketing1 min

6 - The 20:80 Ratio7 min

7 - Finding Profitable Customers4 min

8 - Outsourcing Selected Customers2 min

9 - Customer Loyalty Limitations7 min

CEO Advice: Doug Shipman on Maximizing Customer Loyalty2 min

10 - Understanding Price Sensitivity4 min

11 - Customer Relationship Management3 min

12 - David Almost Always Wins3 min

13 - Introduction: Understanding Customers4 min

14 - Product Quality Is Not Enough3 min

15 - Customer Orientation Wins!3 min

16 - Who Is a Customer?5 min

17 - Satisfying All Three Roles4 min

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

CEO Advice: Doug Shipman on Which is Most Important: Performance, Price, or Service2 min

1 - Introduction: Creating Service Value4 min

2 - Service Value: The Model2 min

3 - How Quality Impacts Performance Value3 min

4 - How Quality Impacts Service Value3 min

5 - The Quality Win-Win5 min

6 - The Importance of Differentiation5 min

7 - The Growing Importance of Innovation6 min

8 - Price Value via Target Closing4 min

9 - The Intel Example6 min

10 - The Importance of Mass Customization8 min

11 - Demand-Driven Manufacturing8 min

12 - Global Sourcing7 min

13 - Service Value: Frontline Information Systems4 min

14 - Service Value: Universal Access4 min

15 - Service Value: Easy To Do Business3 min

16 - Service Value: Relational Nurture6 min

17 - Service Value: Concluding Comments4 min

Interview - 13 min

Interview - 23 min

Interview - 33 min

1 lecture

Competitive Advantages Through Customer Satisfaction20 min

2 exercices pour s'entraîner

Module 3 Practice Quiz30 min

Module 3 Summative Quiz30 min

À propos du Spécialisation 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.

Foire Aux Questions

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.

D'autres questions ? Visitez le Centre d'Aide pour les Étudiants.

Développez les compétences de vos employés, obtenez des résultats commerciaux

Découvrez Coursera pour les affaires

Customer Centricity as Competitive Advantage - Jagdish Sheth

À propos de ce cours

Compétences que vous acquerrez