| This module recognises how deeper knowledge of customer requirements within different contexts allows organisations to enhance customer experience and relationships. It provides the skills and understanding to assess customer expectations in context and to develop and deliver activities that meet those expectations. Topics covered will include: introduction to customer experience management, discovering customer’s journey in the organization, understanding customer value, customer value co-creation behaviour, emotional engagement, different levels of customer value, power of positive memories, enabling customer experience strategy, different dimensions of customer experience, difficulties and challenges: silos or lack of cross-departmental exchange, employee engagement: communicate the need for a memorable customer experience, soft part of CRM, customer loyalty, customer retention strategies, strategic framework for CRM, operational, analytical and collaborative CRM, organising for CRM success, planning CRM program, choosing a CRM solution, challenges around CRM implementation and CRM performance measurement. |
Administrative assistant: TASLIMA BOODHUN-JHUMKA
Telephone: 4037400
Email: t.boodhun@uom.ac.mu |
