Build A Customer-Centered Business Through a Maturity Model

Your roadmap to building a successful customer-centered strategy for your business
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  • Lectures 31
  • Length 1.5 hours
  • Skill Level Intermediate Level
  • Languages English
  • Includes Lifetime access
    30 day money back guarantee!
    Available on iOS and Android
    Certificate of Completion
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About This Course

Published 1/2016 English

Course Description

This is an introductory course dedicated to show you what the Smart Customer Management © philosophy and maturity model is all about, and how it can help you and your organization dramatically improve its performance by building up a customer-centered strategy.

In this course you are going to learn about why and how the Smart Customer Management © Maturity Model is one of the most comprehensive methods to set up and/or evolve a successful customer-centric management strategy and what implementation approaches are available for your organization to progress over time.

As you probably know, there are many frameworks and models in the marketplace today. Some of them have successfully developed practices that help organizations improve specific parts of the business. However, organizations usually face many challenges that require a systemic approach to the customer and a smooth implementation.

This is exactly to what the Smart Customer Management © Maturity Model stands for. It is the first management model in the marketplace that is focused entirely on improving your organization's customer-centric capability, and the only one that integrates in a single and holistic framework all the goals, processes and tools an organization needs to commit to successfully transform itself into a customer-centered organization.

Whether your organization has already developed a customer-centered strategy or is a newcomer, this course provides you with basic knowledge to further progress on the transformation towards customer-centricity.

We have lot to cover, so let’s get started!

What are the requirements?

  • No prior knowledge or management experience is needed on customer-centric management.

What am I going to get from this course?

  • Learn how your business can dramatically improve its customer-centered capability and profits by following a proven roadmap

What is the target audience?

  • This course is meant for business owners, managers and entrepreneurs who are willing to learn the basics on how to build a profitable customer-centered strategy for their business.
  • This course is not for you if you think that customer-centric management is all about managing social networks, listening to the customer, or put happy faces.

What you get with this course?

Not for you? No problem.
30 day money back guarantee.

Forever yours.
Lifetime access.

Learn on the go.
Desktop, iOS and Android.

Get rewarded.
Certificate of completion.

Curriculum

Introduction to the Course
Preview
03:41
Why Do I Need a Model?
Preview
05:42
Section 1: The Model Structure and Its Components
The Model
Preview
03:37
The Objective
01:24
Benefits
01:54
The Structure
05:03
The Stages
05:17
The Principles
01:39
Goals
01:07
Process Areas
01:56
Process Areas Components
04:17
IT Tools
01:39
Results
00:57
Section 1: The Model Structure and Its Components
5 questions
Section 2: How Everything Works
Gathering all together
01:57
Understanding levels
01:29
Implementation paths
02:02
Competency levels
02:00
Progressing through competency levels
01:25
Maturity levels overview
01:34
Maturity level 1
02:58
Maturity level 2
03:05
Maturity level 3
02:58
Maturity level 4
01:35
Maturity level 5
02:59
How to progress through maturity levels
01:53
Section 2: How Everything Works
5 questions
Bonus Lecture: Differentiate By Assessing Your Customer-Centric Maturity Level
Article
Section 3: Process Areas
Understanding process areas
01:53
What is equivalent leveling
01:37
How to achieving high maturity in customer-centric management
01:08
Section 3: Process Areas
3 questions
Section 4: Conclusion
Course Conclusion and Next Steps
03:05
Bonus Lecture: How your customer-centered project can fail and what can you do?
Article

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Instructor Biography

Francisco J Navarro, Author, Business Consultant & Practical Visionary

Francisco is a professional with over 18 years’ experience in business consulting, having served with “Big Four” consultancy companies, as well as an entrepreneur. His specialties include large strategic change management and innovation programs in industries ranging from airlines and hospitality, to health services and government. Along his career, he has served as CEO for several sevice companies. He holds a PhD in Economics and Business Administration and an Executive MBA from Instituto de Empresa (Madrid). He is also a certified Project Manager and author of "Smart Customer Management. The Complete Guide to Customer-Centric Management".

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