Management
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Customer Experience Design for Customer Success

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Course Features

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Duration

12 weeks

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Delivery Method

Online

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Available on

Lifetime Access

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Accessibility

Mobile, Desktop

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Language

English

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Subtitles

English

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Level

Beginner

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Effort

4 hours per week

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Teaching Type

Self Paced

Course Description

Already valued at $6.5 Billion in 2019, the customer experience management market is projected to grow by over 17% annually until 2027. You can make a career out of CX strategies and tools and provide a valuable service to businesses in a variety of industries. This is a lucrative opportunity to build your knowledge and skills.

ExpertTrack was created in collaboration with Salesforce. Find out how to optimize customer experience and increase customer loyalty, average spend and profits by exploring customer journeys CX design.

Your knowledge of CX principles will grow as well as your understanding of CSM methodologies. These principles and methodologies will be applicable to different business contexts. You will also learn how to optimize customer value for specific customer segments. These CX journeys will be developed to help customers achieve their business goals.

Learn how to use Salesforce CRM software to improve your knowledge of the market-leading CRM software Salesforce.

Digital innovation and transformation are transforming the market and reducing barriers to entry for all industry sectors. Competition is increasing rapidly. The consumer has more power than ever thanks to digital channels that allow them to share their buying experiences, conduct research, and make important buying decisions.

You can improve your business's ability to communicate with customers and eliminate their pain points. This will help you to stay ahead of the rest to ensure long-term stability.

This ExpertTrack's content was adapted from the Customer Engagement Management with Salesforce Training Microcredential. To learn more, take a look to the Microcredential. It offers smaller cohorts and tutor interactions as well as academic credit.

Course Overview

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Alumni Network

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International Faculty

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Post Course Interactions

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Instructor-Moderated Discussions

Skills You Will Gain

Prerequisites/Requirements

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No prior experience is required to succeed in this ExpertTrack

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ome prior knowledge of customer relationship management, customer success, or CX design would be beneficial but is not essential

What You Will Learn

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Map a customer journey and experience for target customer groups

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Outline the top-line approach to effective CX design

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Identify key components and methods of building successful customer relationships

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Identify technological opportunities to achieve the aspirational experience, focused on the application of CRM technology

Target Students

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Early-stage or aspiring customer success and experience management professionals

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Early career professionals looking for a CRM consultant role

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Business development and sales professionals

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Product and marketing professionals whose roles rely on customer data and CX design execution, or who require Salesforce skills and experience

Course Instructors

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Ghilaine Chan

Instructor

Ghilaine is passionate about allowing people to do their best work and delight others, it being the heart of customer service and success! She has over 20 years experience scaling global service teams
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