本課程是 Customer Centricity with Professor Jagdish Sheth 專項課程專項課程的一部分

Jagdish Sheth

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Customer Centricity with Professor Jagdish Sheth 專項課程University System of Georgia

課程信息

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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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第 1 門課程（共 4 門）

Customer Centricity with Professor Jagdish Sheth 專項課程

初級

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

完成時間大約為10 小時

英語（English）

對員工進行熱門技能培訓能否為您的公司帶來益處？

體驗 Coursera 企業版

您將獲得的技能

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

可靈活調整截止日期

根據您的日程表重置截止日期。

可分享的證書

完成後獲得證書

100% 在線

立即開始，按照自己的計劃學習。

第 1 門課程（共 4 門）

Customer Centricity with Professor Jagdish Sheth 專項課程

初級

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

完成時間大約為10 小時

英語（English）

對員工進行熱門技能培訓能否為您的公司帶來益處？

體驗 Coursera 企業版

授課教師

Jagdish Sheth

183 個學生

4 門課程

提供方

University System of Georgia

了解頂級公司的員工如何掌握熱門技能

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授課大綱 - 您將從這門課程中學到什麼

週

週 1

完成時間為 2 小時

Introduction to Customer Centricity

完成時間為 2 小時

12 個視頻（總計 39 分鐘）, 3 個閱讀材料, 2 個測驗

12 個視頻

Course Intro25

The Evolution of Marketing4分鐘

The Strategic Advantage of Customer Centricity4分鐘

Three Different Roles of the Customer3分鐘

Becoming the Customer's Choice3分鐘

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

Anticipating Future Customer Expectations4分鐘

Integrate Marketing with Customer Centricity4分鐘

Understanding Customer Motivations3分鐘

Customer Service and Support4分鐘

CEO Advice: Dick Anderson on Customer Satisfaction1分鐘

Give the Customer Multiple Reasons to Buy3分鐘

3 個閱讀材料

About this course10分鐘

About the Assignments5分鐘

Discussion Forum Guidleines10分鐘

2 個練習

Module 1 Practice Quiz30分鐘

Module 1 Summative Quiz30分鐘

週

週 2

完成時間為 2 小時

Implementing Customer Centricity

完成時間為 2 小時

20 個視頻（總計 59 分鐘）

20 個視頻

How to Implement Customer Centricity - Introduction2分鐘

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

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

Expert Advice: Dr. Ken Bernhardt on Customer Loyalty2分鐘

Proper Accounting Within a Customer Centric Company4分鐘

Why It's Difficult to Implement Customer Centricity4分鐘

#1 of the Nine Initiatives to Implement Customer Centricity3分鐘

#2 of the Nine Initiatives to Implement Customer Centricity2分鐘

#3 of the Nine Initiatives to Implement Customer Centricity3分鐘

#4 of the Nine Initiatives to Implement Customer Centricity1分鐘

#5 of the Nine Initiatives to Implement Customer Centricity1分鐘

#6 of the Nine Initiatives to Implement Customer Centricity4分鐘

#7 of the Nine Initiatives to Implement Customer Centricity2分鐘

#8 of the Nine Initiatives to Implement Customer Centricity4分鐘

#9 of the Nine Initiatives to Implement Customer Centricity2分鐘

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

Seven Issues Implementing Customer Centricity (part 1)3分鐘

Seven Issues Implementing Customer Centricity (part 2)4分鐘

CEO Advice: Dick Anderson on Difficulties Implementing Customer Centricity1分鐘

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

2 個練習

Module 2 Practice Quiz30分鐘

Module 2 Summative Quiz30分鐘

週

週 3

完成時間為 6 小時

How to Create Value for Customers

完成時間為 6 小時

42 個視頻（總計 193 分鐘）, 1 個閱讀材料, 3 個測驗

42 個視頻

1 - Introduction: Creating Performance & Price Value4分鐘

2 - Growing Importance of CRM Systems2分鐘

3 - Consumer Centricity vs. Product Marketing7分鐘

CEO Advice: Dick Anderson on Customer Centric Marketing1分鐘

4 - Competition Drives Growth4分鐘

5 - One-to-One Marketing4分鐘

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

6 - The 20:80 Ratio7分鐘

7 - Finding Profitable Customers4分鐘

8 - Outsourcing Selected Customers2分鐘

9 - Customer Loyalty Limitations7分鐘

CEO Advice: Doug Shipman on Maximizing Customer Loyalty2分鐘

10 - Understanding Price Sensitivity4分鐘

11 - Customer Relationship Management3分鐘

12 - David Almost Always Wins3分鐘

13 - Introduction: Understanding Customers4分鐘

14 - Product Quality Is Not Enough3分鐘

15 - Customer Orientation Wins!3分鐘

16 - Who Is a Customer?5分鐘

17 - Satisfying All Three Roles4分鐘

18 - Creating the Win-Win-Win!6分鐘

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

1 - Introduction: Creating Service Value4分鐘

2 - Service Value: The Model2分鐘

3 - How Quality Impacts Performance Value3分鐘

4 - How Quality Impacts Service Value3分鐘

5 - The Quality Win-Win5分鐘

6 - The Importance of Differentiation5分鐘

7 - The Growing Importance of Innovation6分鐘

8 - Price Value via Target Closing4分鐘

9 - The Intel Example6分鐘

10 - The Importance of Mass Customization8分鐘

11 - Demand-Driven Manufacturing8分鐘

12 - Global Sourcing7分鐘

13 - Service Value: Frontline Information Systems4分鐘

14 - Service Value: Universal Access4分鐘

15 - Service Value: Easy To Do Business3分鐘

16 - Service Value: Relational Nurture6分鐘

17 - Service Value: Concluding Comments4分鐘

Interview - 13分鐘

Interview - 23分鐘

Interview - 33分鐘

1 個閱讀材料

Competitive Advantages Through Customer Satisfaction20分鐘

2 個練習

Module 3 Practice Quiz30分鐘

Module 3 Summative Quiz30分鐘

關於 Customer Centricity with Professor Jagdish Sheth 專項課程

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.

常見問題

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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