This course is part of the Customer Experience Design for Customer Success ExpertTrack
Customer Experience Design for Customer Success: How to Create an Effective CX Strategy
Identify the objectives, technologies, metrics, and stakeholders that make up an effective CX strategy.
- Duration4 weeks
- Weekly study4 hours
- Included in an ExpertTrackCourse 2 of 3
Customer Experience Design for Customer Success: How to Create an Effective CX Strategy
Businesses that deliver great customer service often have a strong customer experience strategy to guide their improvements. On this course, you’ll learn about the different components that go into creating an effective customer experience (CX) approach, from objectives and technology, through to data analysis and stakeholder insight.
Discover operational and technological approaches to CX strategies
Gaining an understanding of the two key approaches to CX will help your strategy succeed. First, you’ll find out how operational CX takes a holistic view across the company, taking into account multiple considerations beyond the customer-facing arena. Then you’ll learn how technological CX works to further customer-understanding through the use of data analysis and cutting-edge visualisation tech.
Explore the crucial differences between Customer Experience and Customer Service
This course will demonstrate how CX and CS differ, describing how CX involves the perceptions people have of a particular brand and how they engage with an organisation across the purchase cycle. It also explores how CS creates lasting bonds that ensure long-term customer loyalty.
Learn how to define Customer Value Proposition
You’ll learn how to define the nature of Customer Value Propositions and come to understand the importance of demonstrating to customers exactly why they should choose your particular product or service over others.
Syllabus
Week 1
Developing a CX strategy
Welcome to the course
An introduction to the second course of the Customer Experience Design for Customer Success ExpertTrack!
Developing a CX strategy for your customers
You’ll develop a deep understanding of what constitutes a CX strategy and why a business should invest in developing one.
Technology driven success
You’ll learn how technology can be used in innovative ways as an enabler, and input into a CX strategy.
Stakeholders for CX projects
You’ll learn who the key stakeholders are when developing, selling, marketing, or using your product or service, and how to manage these stakeholders.
Wrap up
To complete the week, let’s recap the learning outcomes for the week.
Week 2
Operational success
Introduction
Welcome to Week 2. Familiarise yourself with the topics that we’ll cover during this week.
Articulating an aspirational future state
You’ll learn about the metrics used in CX to measure the progress of a CX vision, and how they can help to define and develop your CX strategy.
Creating the plan
You’ll learn how to develop a plan of action to meet expectations described by the CX strategy, including all of the deliverables, milestones, and responsibilities that are essential for success.
Enabling operational success
You’ll learn how to build structures and processes that lead to more customer-centricity and agility.
Wrap up
To complete the week, let’s recap the key points that you learnt.
Week 3
Customer success
Introduction
Welcome to Week 3! Familiarise yourself with the topics for this week, and listen to the introduction to this week’s case study.
Customer success fundamentals
You'll learn what customer success is; you'll learn about the role of a customer success manager, and about the value of customer success management in relation to CX design
Wrap up
Reflect on what you've learnt this week.
Week 4
Implementing a CS strategy
Introduction
Welcome to week 4. Familiarise yourself with the topics that we will cover during this week and listen to this week’s case study introduction.
Developing customer success strategies
You will identify business goals and objectives which can be effectively supported by customer success management strategies, the purpose of customer segmentation and how to create a customer value proposition.
Implementation of customer success frameworks
You will learn what the key elements of successful CS operations are, common tactics and how to determine customer success targets.
Wrap up
To complete the week, let’s recap the key takeaways and wrap up the case study.
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What will you achieve?
By the end of the course, you‘ll be able to...
- Identify key components of an effective CX strategy
- Identify key components of CX strategy (objectives, technology, stakeholders, metrics)
- Identify critical success factors (operational, technological)
- Articulate differences between CS and CX
- Define customer value proposition
Who is the course for?
This course is for professionals looking to progress their career and further their understanding of customer experience and customer success strategies, including:
- early-stage or aspiring customer success and experience management professionals;
- early career professionals looking for a CRM consultant role;
- business development and sales professionals;
- product and marketing professionals whose roles rely on customer data and CX design execution, or who require Salesforce skills and experience.
What software or tools do you need?
During the course we’ll be using the Salesforce Trailblazer platform.
Who will you learn with?
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
Who developed the course?
FutureLearn
FutureLearn is jointly owned by The Open University and The SEEK Group and has been providing online courses for learners around the world over the last eight years.
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