Customer Experience Design for Customer Success
Learn skills that will enable you to design and implement strategies to improve both customer experience and customer success.
Duration
Approx 12 weeks4 hrs per week
Discover how to optimise 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 capitalise 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 optimise 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 optimise 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 statistics
Median base salary
£42,500UK job openings/month
1,966
Key skills you will learn
- Customer experience design
- Customer journeys
- Customer success management
- Relationship management
- CRM technology
- Salesforce
- Customer experience management
- Customer experience strategy
Learning outcomes
By the end of the ExpertTrack, you’ll be able to...
- Map a customer journey and experience for target customer groups
- Outline the top-line approach to effective CX design
- Identify key components and methods of building successful customer relationships
- Identify technological opportunities to achieve the aspirational experience, focused on the application of CRM technology
Experience required
If you wish to further your career and understanding of customer experience and customer success strategies, this ExpertTrack will equip you to succeed.
No prior experience is required to succeed in this ExpertTrack. Some prior knowledge of customer relationship management, customer success, or CX design would be beneficial but is not essential.
During the ExpertTrack we’ll be using the Salesforce Trailblazer platform.
Getting started
This ExpertTrack will help you in better understanding the key stages of creating a positive customer-experience. Specifically, it will improve the skills and enhance the employability of:
- 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.
ExpertTrack course overview
Course 1
Customer Experience Design for Customer Success: CX Impact and Strategic Insights
Discover CX design methods and explore the importance of CX in business success.
1 test
4 weeks
4 hours per week
Week 1
Introduction to Customer Experience (CX)
- Welcome to the course
- What is Customer Experience (CX) and CX design?
- Value of effective CX Design
- Wrap-up
Week 2
Design Process
- Introduction to the end-to-end CX Design Process
- The design-discipline behind great CX
- Customer-centricity and empathy
- Wrap-up
Week 3
Getting to know your customer
- Introduction to getting to know your customer
- Crafting customer personas to understand your customer
- Creating a successful CX vision
- Data-driven approaches to understand your customer
- Wrap-up
Week 4
Developing customer empathy
- Introduction to developing customer empathy
- Gaining insight to customer needs using empathy maps
- Wrap-up
Course 2
Customer Experience Design for Customer Success: Designing Great Customer Experiences
Identify the objectives, technologies, metrics, and stakeholders that make up an effective CX strategy.
1 test
4 weeks
4 hours per week
Week 1
Journey maps and CX Blueprints
- Welcome to the course
- Customer journey mapping
- Blueprinting customer experience
- Wrap-up
Week 2
Developing a CX strategy
- Introduction to developing a CX strategy and measuring customer loyalty and satisfaction
- Articulating an aspirational future state
- Developing a CX strategy for your customers
- Wrap-up
Week 3
Process design
- Introduction to setting your organisation up for operational success
- Creating a successful plan of action with milestones and deliverables
- Enabling operational success
- Wrap-up
Week 4
CX Strategy
- Introduction to using CX strategy to achieve business goals and objectives
- Technology-driven success
- Identifying and managing key stakeholders
- Wrap-up
Course 3
Customer Experience Design for Customer Success: Ensuring Customer Success
Learn how to build better customer relationships to ensure long-term business success.
1 test
4 weeks
4 hours per week
Week 1
Optimising CX
- Welcome to the course
- Evaluating strategic performance
- Continuous improvement and the impact of COVID-19 on CX design
- Driving improvement through ideation
- Wrap-up
Week 2
Managing customers
- Introduction to managing customers
- Building customer relationships
- Managing customer expectations and challenging or disengaged customers
- Key components of CRM technologies
- Wrap-up
Week 3
Customer success
- Introduction to the fundamentals of customer success
- How does customer success (CS) support customer experience (CX)?
- Customer success management and common success models
- Wrap-up
Week 4
Designing a Customer Success (CS) strategy
- Introduction to designing a customer success strategy
- Developing customer success strategies using segmentation and Customer Value Proposition (CVP)
- Identifying the most valuable tactics for your CS framework
- Wrap-up
Prove you're job ready
Highlight the new, job-relevant skills you’ve gained and supplement existing qualifications with a hard-earned, industry-specific digital certificate – plus one for every course within your ExpertTrack.
- Learn the latest in your chosen industry or subject.
- Complete each course and pass assessments.
- Receive certificates validated by the educating organisation.
- Impress employers with learning outcomes you can add to your CV.
- Make your career dreams a reality.
Download a PDF
How ExpertTracks work
Join an ExpertTrack to master new skills in your chosen specialist area. Work through a series of topic-focused courses at your own pace, and pass the final assessment to earn a digital certificate award which proves your expertise.
Decide if the ExpertTrack is right for you with free access to the full suite of courses and assessments for a week.
Pay a monthly subscription fee of $39 for as long as it takes you to complete the ExpertTrack. You can learn at your own pace and cancel at any time.
Receive a certificate for every completed course and pass the final assessment to earn a digital certificate.
Use your specialist training to progress further in your career or build expertise in areas you’re passionate about.
World-class learning with 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.
This ExpertTrack is in collaboration with Salesforce
Learn how leading industry technology provider Salesforce drives business success. Throughout the course you will leverage Salesforce within the context of customer success.
This ExpertTrack is endorsed by Coventry University
This ExpertTrack is endorsed by Coventry University and delivered by FutureLearn as a quality professional development programme.
Meet your 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
Learning on FutureLearn
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FAQ
ExpertTracks are a series of online courses designed to help you master new skills in specialist areas. You pay a monthly subscription fee which includes access to all courses within the ExpertTrack, as well as assessments and the final digital certificate.
Each ExpertTrack comes with a 7-day free trial period. You may cancel your subscription at any time and your subscription will automatically cancel when you finish the courses and assessments in your chosen ExpertTrack.
Yes. All of our ExpertTracks come with a 7-day free trial. You may claim one free trial period per ExpertTrack.
You have seven days before you will be charged your first monthly subscription fee. When you join an ExpertTrack you automatically receive a 7-day free trial period. You can cancel at any time during the trial period and no payment will be taken from your account.
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No, all of our ExpertTracks consist of fully online courses. This means you can take an ExpertTrack from anywhere in the world.
No. ExpertTracks are designed for you to master new skills in a specialist area. You will earn a digital certificate that proves your learning, but it does not carry accreditation.
If you’re looking for certified or accredited courses, many of our microcredentials offer university credit or professional certification.
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