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Customer Centricity. Qué es y cómo hacerla realidad - Netex
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Customer Centricity. Qué es y cómo hacerla realidad


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General information

Languages: Spanish
Estimated study time: 4 h
Publication date: May 2021
Method of delivery: learningCloud sprint
Status: Available
Skill Set: Customer Centricity
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La colección está enfocada en promover a las empresas el cambio hacia un modelo de negocio enfocado en el cliente como estrategia esencial y base. El curso cubre áreas esenciales para la comprensión del Customer Centricity tales como la segmentación del cliente (modelos de buyer persona), el conocimiento del funnel de compra, el entendimiento y formación de un mapa de experiencias del cliente, cómo dirigirnos y tener un patrón de comunicación efectivo a través de la omnicanalidad. Cubrirá también la definición y aplicación del NPS (Net Promoter Score).

¿QUÉ APRENDERÁS?
  • Entender el significado de Customer Centricity.
  • Cómo articular la Customer Centricity.
  • Aprender nociones de disciplinas y conceptos clave utilizados en Customer Centricity como
  • Segmentación de clientes, Omnicanalidad, Customer Experience, Funnel de compra, NPS y
  • Customer Journey.
  • Aprender a activar una organización Customer Centric oriented.
  • Medir el resultado que la Customer Centricity aporta a un negocio.
CONTENIDOS DE LA COLECCIÓN
  • El cliente prioritario
  • Buyer persona
  • Productos y servicios segmentados
  • Fases del funnel de compra
  • Interacción con el cliente
  • Una experiencia omnicanal
  • Customer journey mapping
  • Facilitadores
  • Customer intelligence y CRM
  • KPIs
  • Nivel de madurez
  • Ejemplos de empresas exitosas

General information

Languages: Spanish
Estimated study time: 4 h
Publication date: May 2021
Method of delivery: learningCloud sprint
Status: Available
Skill Set: Customer Centricity
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