R9 500.00

course fees

9

modules

9 weeks

duration

Anytime

registration

Customer Experience (CX) Management

Refining the Customer Journey


Business Management and Strategy

This course is for Managers, entrepreneurs and marketers who want to obtain a competitive advantage by keeping loyal customers who provide repeat business.
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R9 500.00

course fees

9

modules

9 weeks

duration

Anytime

registration

Payment options available to you

Description

This course aims to provide the skills and techniques needed to build, maintain and manage a long-lasting relationship with your customers. The link between customer experience management and quality management is emphasised, in order to provide a complete concept that can be implemented and measured.

Subject Matter Expert

sme

Kevin Midgely has an MBA from Damelin Oxford Brookes (London). He has been a part-time lecturer since 1991, and has lectured for Damelin Education Group, Varsity College, Vega, Regenesys Business School, and AAA School of Advertising. Kevin also ran his own training company from 1994 to 2008.

His ability to combine over 30 years’ experience in academia and the business environment enables Kevin to deliver theoretical content, together with real-life practical examples. Kevin has developed course material for Damelin Education Group, Regenesys Business School, and the Open Learning Group, on various business-related subjects.

Kevin is also the author of a self-published textbook, The Credit Controller’s Handbook, first published in 1999.

Academic Tutor Support

Your dedicated Online Academic Tutor (OAT) will provide you with necessary guidance, offer advice and answer questions on course content, to help you achieve academic success.

Student Success Coordinator

The Student Success Coordinator (SSC) team will assist you with any query that you may have about the environment, systems, and general utilisation throughout your learning journey.

Course and Technical Requirements

BASIC REQUIREMENTS
To successfully access and complete this course, you will be required to have a registered email account, access to a computer/laptop/tablet and stable internet connection. You will be required to be familiar with using a computer as you may need to be able to read and download documents in Adobe PDF Reader, view Microsoft PowerPoint presentations, and read and create documents in Microsoft Word.

ADDITIONAL REQUIREMENTS
Our online short learning programmes may require additional software applications. These additional software applications requirements will be communicated to you in this information pack and/or on the website course page. Damelin Online does not provide any additional software applications required for online short learning programmes.

Please note: Google, YouTube and Vimeo may be used in our online course delivery. If any of these services are blocked in your jurisdiction, you may have difficulty in accessing our course content.

How We Engage with Students

Our online short learning programmes are broken into self-paced manageable modules designed to be interactive and engaging:

  • The programme is available to be viewed on smart devices and includes mobile, tablets and personal computers.
  • Relevant case studies, articles and recommended reading are part of supplementary resources available.
  • Apply and evaluate what you have learned in each module with the self-grading quizzes and assignment submissions
  • View a range of Introductory course videos by your Subject Matter Expert.
  • Scheduled live webinars are included with the Online Academic Tutor.
  • Network, collaborate and interact with your fellow participants and Online Academic Tutor via the discussion boards.

Certification

Upon successful completion of this online short learning programme, you will be awarded with a Damelin Certificate of Competence.

Module Outline

  • MODULE 0 | Week 1 Orientation
    Navigating the Virtual Learning Environment
  • MODULE 1 | Week 2 Customer Relationship Management: Definition, Terminology & Concepts
    Developing an understanding of the scope of customer relationship management
  • MODULE 2 | Week 3 The Link between Customer Relations Management, and Total Quality Management
    Getting to grips with the way in which quality management and customer relations management are interlinked
  • MODULE 3 | Week 4 The Link between the Marketing Mix and Customer Relations
    Defining the marketing mix and its connection to customer relations
  • MODULE 4 | Week 5 Developing, Managing, and Maintaining Professional Customer Relations
    Demonstrating the importance of ongoing enhancement of customer relations
  • MODULE 5 | Week 6 Implementing Quality Customer Relations Management
    Demonstrating the ‘how to’ portion of customer relations implementation in an organisation
  • MODULE 6 | Week 7 Measuring Quality Customer Relations Management
    Learn how to measure the efficacy of customer relations within an organisation
  • MODULE 7 | Week 8 Designing and Managing an Effective Customer Database
    The importance, design and management of a customer database
  • MODULE 8 | Week 9 Wrap-up
    Synthesise your learning journey experience and evaluate the course

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