MANAGING CUSTOMER EXPERIENCE
UNIT CODE: BUS/BM/CR/03/6
Unit Description
This unit specifies the competencies required to successfully manage product/ service delivery. It involves identifying the business competitive edge, developing product/service innovation, establishing a quality management system, establish Customer Relationship Management (CRM) system, managing customer outreach, planning outsourcing services, managing social media and generating customer feedback for evaluation
Summary of Learning Outcomes
1. Establish business competitive edge
2. Develop product and service delivery innovation
3. Establish Quality Assurance System
4. Establish customer relationship management system
(CRM)
5. Manage customer outreach
6. Plan Outsourcing services
7. Manage customer social media
8. Generate customer feedback report
Course Requirement
To successfully complete the course, you are expected to have access to:
- A laptop (Operating System - Windows 10 and Ms. Office 2013 and above
- Internet connectivity
- Tablet/ smartphone/ iPhone
- Internet connectivity
Course structure
who is this course for?
This course is for those intending to become business managers
Help
In case of any issue or clarification you might need in the process of your learning journey, kindly contact heletino1985@gmail.com.
Assessment
Assessment for learning will comprise of;
75% and above class attendance
CAT 1 – 30%
CAT 2 - 70%
End of Term Examinations – 100%
Active class participation
Your Course Facilitators will be;
Hellen Atieno Ochola Tel No 0727283436
- Teacher: Hellen Atieno