Este curso forma parte de Programa especializado: Customer Centricity with Professor Jagdish Sheth

Jagdish Sheth

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Programa especializado: Customer Centricity with Professor Jagdish ShethUniversity System of Georgia

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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.

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100 % en línea

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Curso 1 de 4 en

Programa especializado: Customer Centricity with Professor Jagdish Sheth

Nivel principiante

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

Aprox. 10 horas para completar

Inglés (English)

¿Podría tu empresa beneficiarse de la capacitación de los empleados en las habilidades más demandadas?

Prueba Coursera para negocios

Habilidades que obtendrás

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

Fechas límite flexibles

Restablece las fechas límite en función de tus horarios.

Certificado para compartir

Obtén un certificado al finalizar

100 % en línea

Comienza de inmediato y aprende a tu propio ritmo.

Curso 1 de 4 en

Programa especializado: Customer Centricity with Professor Jagdish Sheth

Nivel principiante

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

Aprox. 10 horas para completar

Inglés (English)

¿Podría tu empresa beneficiarse de la capacitación de los empleados en las habilidades más demandadas?

Prueba Coursera para negocios

Instructor

Jagdish Sheth

118 alumnos

4 cursos

Ofrecido por

University System of Georgia

Mira cómo los empleados de las mejores empresas dominan las habilidades más demandadas

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Programa - Qué aprenderás en este curso

Semana

Semana 1

2 horas para completar

Introduction to Customer Centricity

2 horas para completar

12 videos (Total 39 minutos), 3 lecturas, 2 cuestionarios

12 videos

Course Intro25s

The Evolution of Marketing4m

The Strategic Advantage of Customer Centricity4m

Three Different Roles of the Customer3m

Becoming the Customer's Choice3m

CEO Advice: Doug Shipman on the Importance of Customer Centricity1m

Anticipating Future Customer Expectations4m

Integrate Marketing with Customer Centricity4m

Understanding Customer Motivations3m

Customer Service and Support4m

CEO Advice: Dick Anderson on Customer Satisfaction1m

Give the Customer Multiple Reasons to Buy3m

3 lecturas

About this course10m

About the Assignments5m

Discussion Forum Guidleines10m

2 ejercicios de práctica

Module 1 Practice Quiz30m

Module 1 Summative Quiz30m

Semana

Semana 2

2 horas para completar

Implementing Customer Centricity

2 horas para completar

20 videos (Total 59 minutos)

20 videos

How to Implement Customer Centricity - Introduction2m

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

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

Expert Advice: Dr. Ken Bernhardt on Customer Loyalty2m

Proper Accounting Within a Customer Centric Company4m

Why It's Difficult to Implement Customer Centricity4m

#1 of the Nine Initiatives to Implement Customer Centricity3m

#2 of the Nine Initiatives to Implement Customer Centricity2m

#3 of the Nine Initiatives to Implement Customer Centricity3m

#4 of the Nine Initiatives to Implement Customer Centricity1m

#5 of the Nine Initiatives to Implement Customer Centricity1m

#6 of the Nine Initiatives to Implement Customer Centricity4m

#7 of the Nine Initiatives to Implement Customer Centricity2m

#8 of the Nine Initiatives to Implement Customer Centricity4m

#9 of the Nine Initiatives to Implement Customer Centricity2m

CEO Advice: William Pate on the Role of the Chief Marketing Officer1m

Seven Issues Implementing Customer Centricity (part 1)3m

Seven Issues Implementing Customer Centricity (part 2)4m

CEO Advice: Dick Anderson on Difficulties Implementing Customer Centricity1m

Expert Advice: Dr. Ken Bernhardt on Difficulties Implementing Customer Centricity2m

2 ejercicios de práctica

Module 2 Practice Quiz30m

Module 2 Summative Quiz30m

Semana

Semana 3

6 horas para completar

How to Create Value for Customers

6 horas para completar

42 videos (Total 193 minutos), 1 lectura, 3 cuestionarios

42 videos

1 - Introduction: Creating Performance & Price Value4m

2 - Growing Importance of CRM Systems2m

3 - Consumer Centricity vs. Product Marketing7m

CEO Advice: Dick Anderson on Customer Centric Marketing1m

4 - Competition Drives Growth4m

5 - One-to-One Marketing4m

CEO Advice: William Pate on One-to-One Marketing1m

6 - The 20:80 Ratio7m

7 - Finding Profitable Customers4m

8 - Outsourcing Selected Customers2m

9 - Customer Loyalty Limitations7m

CEO Advice: Doug Shipman on Maximizing Customer Loyalty2m

10 - Understanding Price Sensitivity4m

11 - Customer Relationship Management3m

12 - David Almost Always Wins3m

13 - Introduction: Understanding Customers4m

14 - Product Quality Is Not Enough3m

15 - Customer Orientation Wins!3m

16 - Who Is a Customer?5m

17 - Satisfying All Three Roles4m

18 - Creating the Win-Win-Win!6m

CEO Advice: Doug Shipman on Which is Most Important: Performance, Price, or Service2m

1 - Introduction: Creating Service Value4m

2 - Service Value: The Model2m

3 - How Quality Impacts Performance Value3m

4 - How Quality Impacts Service Value3m

5 - The Quality Win-Win5m

6 - The Importance of Differentiation5m

7 - The Growing Importance of Innovation6m

8 - Price Value via Target Closing4m

9 - The Intel Example6m

10 - The Importance of Mass Customization8m

11 - Demand-Driven Manufacturing8m

12 - Global Sourcing7m

13 - Service Value: Frontline Information Systems4m

14 - Service Value: Universal Access4m

15 - Service Value: Easy To Do Business3m

16 - Service Value: Relational Nurture6m

17 - Service Value: Concluding Comments4m

Interview - 13m

Interview - 23m

Interview - 33m

1 lectura

Competitive Advantages Through Customer Satisfaction20m

2 ejercicios de práctica

Module 3 Practice Quiz30m

Module 3 Summative Quiz30m

Acerca de Programa especializado: 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.

Preguntas Frecuentes

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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Habilidades que obtendrás