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دسته بندی دوره ها

Customer Experience Management – Customer Journey Mapping

سرفصل های دوره

Lean how to create an actionable customer journey map and transform your customer experience.


1 - Getting Started
  • 1 - Welcome to the Course
  • 2 - The Learning Path
  • 3 - Customer Journey Map in the Real World
  • 4 - About Me
  • 5 - The End Goal

  • 2 - Definition and Basic Concepts
  • 6 - Agenda
  • 7 - Who is a Customer
  • 8 - What is an Experience
  • 9 - What is Total Experience
  • 10 - Cid explaining What is an Experience
  • 11 - What is a Customer Experience
  • 12 - Assignment from Cid
  • 13 - What is Total Customer Experience
  • 14 - What is Experiential Grid
  • 15 - What is Customer Journey
  • 16 - What is Customer Journey Map
  • 17 - What is Customer Journey Mapping
  • 18 - Module1-Basic-Definitions.pdf
  • 18 - Recap

  • 3 - Goals of Customer Journey Mapping
  • 19 - Agenda
  • 20 - Goals of Customer Journey Mapping
  • 21 - Benefits of Customer Journey Mapping
  • 22 - How Customer Map is different from Process Map
  • 23 - Module2-Goals.pdf
  • 23 - Recap

  • 4 - Elements of a Customer Journey Map
  • 24 - Agenda
  • 25 - Layout of a Customer Journey Map
  • 26 - Element 1
  • 27 - Element 2
  • 28 - Element 3
  • 29 - Element 4
  • 30 - Element 5
  • 31 - Element 6
  • 32 - Element 7
  • 32 - Module3-Basic-Building-Blocks.pdf

  • 5 - Touch points and Channels
  • 33 - Agenda
  • 34 - How Customer Step is different from Toucpoint
  • 35 - Touchoint Elements
  • 36 - Touchpoint Inventory
  • 37 - Touchpoint Categories
  • 38 - Moments of Truth
  • 38 - Template-KeyMOT-Ranking.xlsx
  • 39 - Touchpoint vs Channel
  • 40 - Channel vs Device
  • 41 - Customer Journey Map vs Touchpoint Map
  • 42 - Touchpoint Wheeel
  • 43 - Module4-TPand-Channels.pdf
  • 43 - Pathtopurchase

  • 6 - Customer Experience Management Framework
  • 44 - Agenda
  • 45 - What is Customer Journey Management
  • 46 - The CEM Framework Overview
  • 47 - CEM Framework Foundation
  • 48 - The CEM Framework Pillars
  • 49 - The CEM Framework Roof
  • 50 - The CEM Framework Continuous Improvement Loop
  • 51 - Module5-CJM-Framework.pdf
  • 51 - Recap

  • 7 - Types of Customer Journey Map
  • 52 - Agenda
  • 53 - Typology of Customer Journey Map
  • 54 - Dimension 1
  • 55 - Dimension 2
  • 56 - Dimension 3
  • 57 - Dimension 4
  • 58 - Dimension 5
  • 59 - Dimension 6
  • 60 - Dimension 7
  • 61 - Dimension 8
  • 62 - Dimension 9
  • 63 - Dimension 10
  • 64 - Dimension 11
  • 65 - Dimension 12
  • 66 - Dimension 13
  • 67 - Dimension 14
  • 68 - Dimension 15
  • 68 - Module6-Types-of-CJM.pdf

  • 8 - Steps to map a Customer Journey
  • 69 - Overview
  • 70 - Step 1
  • 70 - Template-Project-Charter.pptx
  • 71 - Step 2
  • 72 - Step 3
  • 73 - Step 4
  • 74 - Step 5
  • 74 - Template-Touchpoint-Inventory.xlsx
  • 75 - Step 6
  • 76 - Step 7
  • 77 - Step 8
  • 78 - Step 9
  • 79 - Module7-CJM-StepsHO.pdf
  • 79 - Step 10

  • 9 - Customer Journey Tool CXDeployer
  • 80 - Navigations and Adding New Project
  • 81 - Add Persona
  • 82 - Create Customer Journey Map
  • 83 - Manage Idea
  • 84 - Manage Implementation

  • 10 - Examples of Customer Journey Map
  • 85 - Business Case Scenario Airline
  • 86 - Macro Level Customer Journey Map
  • 87 - Meso Level Customer Journey Map
  • 88 - Micro Level Customer Journey Map
  • 89 - Assignment 1
  • 90 - Assignment 2

  • 11 - Best Practices in Customer Journey Mapping
  • 91 - Agenda
  • 92 - Best Practice Area 1
  • 93 - Best Practice Area 2
  • 94 - Best Practice Area 3
  • 95 - Best Practice Area 4
  • 96 - Best Practice Area 5
  • 97 - Best Practice Area 6
  • 98 - Module10-Best-Practices.pdf
  • 98 - Recap

  • 12 - Whats Next
  • 99 - Next Steps
  • 99 - Template-Touchpoints-Category.xlsx
  • 100 - How to Contact Me
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    تاریخ انتشار: 29 دی 1401
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