Customer Experience Design for Customer Success
Learn Path Description
Discover how to optimize customer experience within the digital economy The customer experience (CX) management market was already valued at $6.5 billion in 2019 and is expected to grow over 17% per year until 2027. If you want a lucrative and diverse career, growing your knowledge of CX strategies and tools is a great way to capitalize on this growth and offer an increasingly valuable service to businesses across a range of industries Created in collaboration with Salesforce, this ExpertTrack is designed to do just that. Explore customer journeys, CX design, and how you can optimize experience in order to grow customer loyalty, average spend, and profits. Develop skills in designing and implementing CX and customer success strategies You’ll grow your knowledge of CX principles and CSM methodologies. You’ll come to understand the role these play across different business contexts and how to optimize customer value for particular customer segments. You’ll then learn how to develop these CX journeys in order to meet customer value within the context of wider business goals. Learn how CRM technology can be used to foster better customer relationships and experiences Grow your understanding of market-leading customer relationship management (CRM) software, Salesforce, and learn how you can use it to put your strategy into practice. Start or grow your career in a growing CX market In this era of transformation and digital innovation, barriers for new market entrants across all industries are breaking down and competition is rapidly escalating. With access to multiple digital channels where people can share buying experiences, carry-out research and make key buying-decisions, the consumer is now more empowered than ever before. By learning how to connect with these customers, how to eliminate pain points, and improve their overall satisfaction, you can help your business pull ahead of the competition for stable, long-term growth. Content for this ExpertTrack has been adapted from the Customer Experience Management with Salesforce Training Microcredential - if you want to find out more, take a look at the Microcredential which offers smaller cohorts with tutor interactions and academic credit. Industry statisticsMedian base salary£42,500UK job openings/month1,966Source: Glassdoor’s Best Jobs (2019)
Skills You Will Gain
Courses In This Learning Path
Total Duration
4 weeks
Level
Intermediate
Learn Type
Certifications
Customer Experience Design for Customer Success: CX Impact and Strategic Insights
In today's digital age, customer service plays a crucial role in the success of businesses and individuals. Customer experience (CX) design is a powerful tool that allows companies to differentiate themselves from their competitors by gaining a deeper understanding of their customers. This course focuses on teaching the principles of CX design, the most commonly used tools in the industry, and how to deploy them effectively. Additionally, it guides interpreting customer journey maps, which are essential in understanding and improving the customer experience.
To begin your CX journey, this course emphasizes the importance of defining the parameters for customer experience design. By establishing clear guidelines, businesses can ensure that their CX designs are effective and aligned with their goals. The course also delves into various tools that can be utilized to create impactful CX designs and bring CX strategies to life.
A key aspect of successful CX design and improvement is understanding the customer journey. This course equips participants with the knowledge and skills to define the customer journey and identify its key elements. By mapping out the customer journey, businesses can gain valuable insights into their customers' experiences and make informed decisions to enhance their offerings.
Overall, this course provides a comprehensive overview of customer experience design and equips learners with practical skills to create impactful CX strategies. By implementing effective CX designs and utilizing customer journey maps, businesses can deliver exceptional customer experiences that set them apart from their competitors.
Total Duration
4 weeks
Level
Advanced
Learn Type
Certifications
Customer Experience Design for Customer Success: Designing Great Customer Experiences
A strong customer experience strategy is a key component of businesses that provide great customer service. This course will teach you about the various components of creating a customer experience (CX). These include technology and objectives, data analysis, stakeholder insight, and data analysis. Understanding the key components of CX will make your strategy more successful. You'll first learn how operational CX views the entire company from a holistic perspective, taking into consideration multiple factors beyond just customer-facing. Then you'll learn how technological CX works to further customer-understanding through the use of data analysis and cutting-edge visualisation tech.
This course will explain how CX and CS differ. It will describe how CX includes the perceptions people have about a brand and how they interact with the organisation throughout the purchase cycle. This course also examines how CS builds lasting relationships that guarantee long-term customer loyalty. Learn how to define Customer Value Propositions, and why customers should choose your product or service.
Total Duration
4 weeks
Level
Advanced
Learn Type
Certifications
Customer Experience Design for Customer Success: Ensuring Customer Success
Are you looking to increase repeat business and customer loyalty? It can be five times more expensive to acquire a customer than it is to retain an existing customer. Learning how you can keep them happy can help your business grow and increase profits.
This course will teach you how to nurture and cultivate your existing customer relationships in order to increase your retention rates. This course will examine customer relationship management (CRM), and how data analysis can be used for improved communication and to keep customers returning time and time again.
Review the key components to customer relationships and increase your knowledge. We'll examine the various aspects that influence how customers view your brand and the levers available to improve them.
You'll learn how metrics can be used to assess the effectiveness of CRM strategies, from deal close-rates to upsell-rates to net-new revenues and sales cycle lengths. You'll also learn how to make customers feel valued by sending personalized emails and asking for feedback.
This course will help you identify and implement the strategies that can be used to grow your business sustainably, reduce churn, and ensure long-term customer success.
