Customer-centric business strategies are critical to an organisation’s efforts to optimise profits. Our Customer Relationship & Service Management specialisation will prepare you to engage with customers and foster lasting relationships with them, whether you are in hospitality, healthcare, telecommunications, retail or banking and finance.
In today’s business environment, being able to design and manage effective customer experiences enable companies to gain competitive advantage. In this module, learners will be able to add value to their organisations by creating the right organisational culture, mind-sets and processes, for transformation of customer experience across different types of interactions. Using design thinking and an omni channel approach, learners will have the opportunity to design customer interactions that drive customer satisfaction. They will also be introduced to customer journey mapping and tailored satisfaction metrics to increase loyalty and advocacy.
Customer Psychology & Analytics [60 hours]
In today’s workplace, organisations need to employ graduates who not only possess customer-centric mindsets, but also graduates who are familiar and are equipped with the ability to plan and implement CRM strategies. In this module, there will be opportunities for the learners to gain good understanding of the way customers behave as they go through the decision-making process of making a purchase or choosing a company to buy from. The learners will also learn the usage of data analytics to enable companies to better understand the collective behaviour of customers and how to improve the products/services based on those insights.
Principles & Practices of Customer Relationship Management (CRM) [60 hours]
In today’s workplace, organisations need to employ graduates who not only possess customer-centric mindsets, but also graduates who are familiar and are equipped with the ability to plan and implement CRM strategies. In this module, there will be opportunities for the learners to gain good understanding of the organisational and strategic aspects of CRM, knowledge and skills to plan, organise, develop, and implement effective CRM strategies and programs. The learners will also learn good practices of CRM strategies which companies have implemented, that have provided sustainability to the business. Learners will also be exposed to CRM systems which allow them to understand how technology can facilitate the implementation of CRM for organisations.
Service Operations & Innovation [60 hours]
In today’s workplace, organisations need to employ graduates who not only possess customer-centric mindsets, but also graduates who are familiar and are equipped with the ability to plan and implement sound service operations strategies. In this module, there will be opportunities for the learners to gain good understanding of the management of service operations and how to turn business policy and objectives into reality. Core topics include the operational issues of a service industry, including, demand and forecasting, capacity and facility management and scheduling of activities. The module will also discuss the various approaches of innovation process and how to recognize it within the service organization.
Career Prospects
Look forward to exciting and rewarding careers as:
