本课程是 Customer Centricity with Professor Jagdish Sheth 专项课程专项课程的一部分

Jagdish Sheth

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Customer Centricity with Professor Jagdish Sheth 专项课程University System of Georgia

课程信息

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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 门课程（共 4 门）

Customer Centricity with Professor Jagdish Sheth 专项课程

初级

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

完成时间大约为10 小时

英语（English）

对员工进行热门技能培训能否为您的公司带来益处？

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您将获得的技能

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

可灵活调整截止日期

根据您的日程表重置截止日期。

可分享的证书

完成后获得证书

100% 在线

立即开始，按照自己的计划学习。

第 1 门课程（共 4 门）

Customer Centricity with Professor Jagdish Sheth 专项课程

初级

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

完成时间大约为10 小时

英语（English）

对员工进行热门技能培训能否为您的公司带来益处？

体验 Coursera 企业版

授课教师

Jagdish Sheth

155 个学生

4 门课程

提供方

University System of Georgia

了解顶级公司的员工如何掌握热门技能

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授课大纲 - 您将从这门课程中学到什么

周

周 1

完成时间为 2 小时

Introduction to Customer Centricity

完成时间为 2 小时

12 个视频（总计 39 分钟）, 3 个阅读材料, 2 个测验

12 个视频

Course Intro25

The Evolution of Marketing4分钟

The Strategic Advantage of Customer Centricity4分钟

Three Different Roles of the Customer3分钟

Becoming the Customer's Choice3分钟

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

Anticipating Future Customer Expectations4分钟

Integrate Marketing with Customer Centricity4分钟

Understanding Customer Motivations3分钟

Customer Service and Support4分钟

CEO Advice: Dick Anderson on Customer Satisfaction1分钟

Give the Customer Multiple Reasons to Buy3分钟

3 个阅读材料

About this course10分钟

About the Assignments5分钟

Discussion Forum Guidleines10分钟

2 个练习

Module 1 Practice Quiz30分钟

Module 1 Summative Quiz30分钟

周

周 2

完成时间为 2 小时

Implementing Customer Centricity

完成时间为 2 小时

20 个视频（总计 59 分钟）

20 个视频

How to Implement Customer Centricity - Introduction2分钟

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

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

Expert Advice: Dr. Ken Bernhardt on Customer Loyalty2分钟

Proper Accounting Within a Customer Centric Company4分钟

Why It's Difficult to Implement Customer Centricity4分钟

#1 of the Nine Initiatives to Implement Customer Centricity3分钟

#2 of the Nine Initiatives to Implement Customer Centricity2分钟

#3 of the Nine Initiatives to Implement Customer Centricity3分钟

#4 of the Nine Initiatives to Implement Customer Centricity1分钟

#5 of the Nine Initiatives to Implement Customer Centricity1分钟

#6 of the Nine Initiatives to Implement Customer Centricity4分钟

#7 of the Nine Initiatives to Implement Customer Centricity2分钟

#8 of the Nine Initiatives to Implement Customer Centricity4分钟

#9 of the Nine Initiatives to Implement Customer Centricity2分钟

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

Seven Issues Implementing Customer Centricity (part 1)3分钟

Seven Issues Implementing Customer Centricity (part 2)4分钟

CEO Advice: Dick Anderson on Difficulties Implementing Customer Centricity1分钟

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

2 个练习

Module 2 Practice Quiz30分钟

Module 2 Summative Quiz30分钟

周

周 3

完成时间为 6 小时

How to Create Value for Customers

完成时间为 6 小时

42 个视频（总计 193 分钟）, 1 个阅读材料, 3 个测验

42 个视频

1 - Introduction: Creating Performance & Price Value4分钟

2 - Growing Importance of CRM Systems2分钟

3 - Consumer Centricity vs. Product Marketing7分钟

CEO Advice: Dick Anderson on Customer Centric Marketing1分钟

4 - Competition Drives Growth4分钟

5 - One-to-One Marketing4分钟

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

6 - The 20:80 Ratio7分钟

7 - Finding Profitable Customers4分钟

8 - Outsourcing Selected Customers2分钟

9 - Customer Loyalty Limitations7分钟

CEO Advice: Doug Shipman on Maximizing Customer Loyalty2分钟

10 - Understanding Price Sensitivity4分钟

11 - Customer Relationship Management3分钟

12 - David Almost Always Wins3分钟

13 - Introduction: Understanding Customers4分钟

14 - Product Quality Is Not Enough3分钟

15 - Customer Orientation Wins!3分钟

16 - Who Is a Customer?5分钟

17 - Satisfying All Three Roles4分钟

18 - Creating the Win-Win-Win!6分钟

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

1 - Introduction: Creating Service Value4分钟

2 - Service Value: The Model2分钟

3 - How Quality Impacts Performance Value3分钟

4 - How Quality Impacts Service Value3分钟

5 - The Quality Win-Win5分钟

6 - The Importance of Differentiation5分钟

7 - The Growing Importance of Innovation6分钟

8 - Price Value via Target Closing4分钟

9 - The Intel Example6分钟

10 - The Importance of Mass Customization8分钟

11 - Demand-Driven Manufacturing8分钟

12 - Global Sourcing7分钟

13 - Service Value: Frontline Information Systems4分钟

14 - Service Value: Universal Access4分钟

15 - Service Value: Easy To Do Business3分钟

16 - Service Value: Relational Nurture6分钟

17 - Service Value: Concluding Comments4分钟

Interview - 13分钟

Interview - 23分钟

Interview - 33分钟

1 个阅读材料

Competitive Advantages Through Customer Satisfaction20分钟

2 个练习

Module 3 Practice Quiz30分钟

Module 3 Summative Quiz30分钟

关于 Customer Centricity with Professor Jagdish Sheth 专项课程

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.

常见问题

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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