Fundamentals of Customer Centricity

Content
15 modules

Difficulty
Basic

Course Length
5 hours

Instructor
TM Forum IT Support

Price
$495.00

Description

TM Forum's Fundamentals of Customer Centricity course considers a range of tools and approaches available to organizations who wish to adopt a more customer centric focus. It presents the case for gaining a clearer knowledge of your customers’ behavior and intentions using data analytics, responding to customers through the channels that they choose (omnichannel), and using metrics to measure what matters to the customer as a yardstick of operational performance.

Click HERE for more details. 

Certificate

By completing/passing this course, you will attain the certificate Customer Centricity Cert

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Module 0: Course Introduction
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Student materials - download to print
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Module 1: What is Customer Centricity?
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Module 2: Frameworx and Customer Centricity
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Module 3: Customer Centric Business
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Module 4: The Customer Experience Lifecycle
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Module 5: Omnichannel
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Module 6: Big Data Analytics
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Module 7: The Customer Experience Management Maturity Model
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Module 8: Metrics
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Module 9: Other Metrics
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Module 10: The Importance of Creating a Customer Centric Culture
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Module 11: TM Forum Assets
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Complete the course
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Course Feedback
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