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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.
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Introduction to the CoursePreview
Why Do I Need a Model?Preview
|Section 1: The Model Structure and Its Components|
Process Areas Components
Section 1: The Model Structure and Its Components
|Section 2: How Everything Works|
Gathering all together
Progressing through competency levels
Maturity levels overview
Maturity level 1
Maturity level 2
Maturity level 3
Maturity level 4
Maturity level 5
How to progress through maturity levels
Section 2: How Everything Works
Bonus Lecture: Differentiate By Assessing Your Customer-Centric Maturity Level
|Section 3: Process Areas|
Understanding process areas
What is equivalent leveling
How to achieving high maturity in customer-centric management
Section 3: Process Areas
|Section 4: Conclusion|
Course Conclusion and Next Steps
Bonus Lecture: How your customer-centered project can fail and what can you do?
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".