Objectives

• This module recognises how deeper knowledge of customer requirements within different contexts allows organisations to enhance customer experience. It provides the skills and understanding to assess customer expectations in context and to develop and deliver activities that meet those expectations. It introduces customer experience frameworks and highlights how to establish effective monitoring and measurement techniques that ultimately enable organisations to improve customer experience.

Outcomes

• Marketing is a key driver of success in today’s dynamic organisations. This will give you an insight into marketing concepts and tools and how these are applied to deliver results.• Marketers need to communicate effectively with internal stakeholders and customers. This will provide you with the skills to assist in developing communications to build sustainable relationships.• Marketers increasingly need to develop deeper knowledge of customers in different contexts. This will enable you to understand and enhance customer experience.• Enables you to identify, integrate and monitor digital tactics to enhance marketing activities.

Course Contents

CIM-CUSTOMER EXPERIENCEMODULE STRUCTUREThree units with two learning outcomes each. Each learning outcome will be covered by the related assessment criteria (weighting indicated in brackets). By the end of this module you should be able to:Unit 1: Customer context• Understand the range of different contexts across which marketers operate (15%).• Understand the importance of customer expectations (15%).Unit 2: Customer experience• Understand the different dimensions of customer experience (20%).• Deliver activities that enhance customer experience (20%).Unit 3: Measuring and monitoring• Know how to monitor and measure customer experience in context (15%).• Use metrics to improve future customer experience (15%).

Description

Data will be available soon!