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Customer Care Strategies for a New Business

Offered By: University of Adelaide via FutureLearn

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Customer Service Courses Customer Personas Courses

Course Description

Overview

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Learn to identify your customer needs

For any new business to succeed, it is vital you know who your customers are and what needs they have.

On this four-week course from the University of Adelaide, you’ll learn the customer care strategies that will help you build a strong customer base, improve retention, and develop a good reputation as a new business.

Guided by industry professionals, you’ll discover how you can identify your customers, understand their needs, and address their pain points with strategies and tools for retention.

Unpack customer retention strategies

You’ll start by learning what a customer retention strategy is and how business reputation informs retention.

Next, you’ll learn techniques to better understand your customers as you discover the importance of dealing with complaints and feedback to ensure better retention.

Learn how to use business analytics to help you succeed

Being able to harness business analytics is crucial in helping you solve business problems.

You’ll learn the business analytics techniques to help you gain key insights you can use to help further develop your customer care strategy.

Discover everything you need to know about business contracts

Finally, you’ll learn how contracts work, including the legalities and steps in a business contract, and how to prepare and protect yourself if anything goes wrong.

By the end of this course, you’ll have the knowledge and practical skills to effectively create a customer care strategy for your new business.

This course is designed for new or existing business owners who want to learn how to understand and retain their customers.

The content is not industry-specific, which means you can apply what you have learned to any sector.


Syllabus

  • Who is your customer and what are their needs?
    • Getting started
    • Introduction to Week 1
    • Who are my customers?
    • Customer personas
    • Stakeholder mapping
    • Higher-order motives and values
    • Assessment
    • Bringing it all together
  • What is a customer retention strategy?
    • Introduction to Week 2
    • What is business reputation?
    • Knowing your customers
    • Retention of current customers
    • Feedback and complaints
    • Assessment
    • Bringing it all together
  • How can business analytics help you?
    • Introduction to Week 3
    • Understanding data
    • Presenting data
    • Using secondary research and trends
    • Assessment
    • Bringing it all together
  • What do you need to know about contracts and agreements?
    • Introduction to Week 4
    • Business contracts
    • Legalities of contracts
    • Ramifications of breaching a contract
    • Business protection strategies
    • Assessment
    • Bringing it all together
    • What's next?

Taught by

Chris Hope

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