Customer Experience Management

This course focuses on the state of the art of Customer Experience Management (CXM).
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Schedule:

Teaching time:

Self-paced

Location:

Online

Topic:

Marketing and sales

Form of learning:

Online

Provider:

Aalto University Open University

Level:

Intermediate

Credits:

6 By Aalto University (ECTS)

Fee:

€ 90.00

Course description

Content:
The course integrates and utilizes a broad range of theoretical concepts, frameworks and topics on a practical level. Key areas include strategic marketing and branding, value propositions and business models, customer
journeys, omni-channel marketing, market research, and design thinking

Learning Outcomes:
Creating memorable customer experiences has become a management imperative.This course introduces and elaborates the importance of Customer Experience Management for contemporary marketing theory and practice. Students will gain:
1. understanding of the importance and challenges of creating memorable customer experiences
2. understanding of contemporary marketing management challenges in digital and omni-channel environments
3. skills in designing and building excellent customer experiences through rigorous research into customer needs
4. an understanding of how to assess customer experiences and how customer experience excellence contributes to sustainable business development
5. applied knowledge on customer experience management through case studies and real-life managerial problems

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