Content
14 modules
Difficulty
Basic
Course length
5 hours
Instructor
TM Forum Education
Description
TM Forum's Fundamentals of Customer Centricity course considers a range of tools and approaches available to organizations who wish to adopt a more customer centric focus. It presents the case for gaining a clearer knowledge of your customers’ behavior and intentions using data analytics, responding to customers through the channels that they choose (omnichannel), and using metrics to measure what matters to the customer as a yardstick of operational performance.
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1.
Pre-Course Experience Survey
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2.
Student materials - download to print
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3.
Module 0: Course Introduction
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4.
Module 1: What is Customer Centricity?
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5.
Module 2: Frameworx and Customer Centricity
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6.
Module 3: Customer Centric Business
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7.
Module 4: The Customer Experience Lifecycle
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8.
Module 5: Omnichannel
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9.
Module 6: Data Analytics
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10.
Module 7: The Customer Experience Management Model
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11.
Module 8: Metrics
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12.
Module 9: TM Forum Assets
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13.
Module 10: Course Wrap-Up
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14.
Post-Course Experience Survey
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