Foundation Course – Customer Experience Management
4.82
(74 Ratings)
Foundation Course – Customer Experience Management
By Konnect Insights Academy
Categories: Basic Course
About Course
This course is focused on making you understand all the basics of social listening and customer experience management. Here we will start with understanding what Social Listening and Online Reputation Management is and we will conclude this course by understanding metrics and tactics on how to measure your efforts.
What Will You Learn?
- Embark on a transformative journey with Konnect Insights Academy, where you'll delve into comprehensive modules designed to elevate your understanding and proficiency in key areas of the digital space. Throughout the course, you'll gain invaluable insights into:
- Customer Experience Management
- The 4 Pillars of Omni-channel Customer Experience Management
- How to measure your CXM efforts
- Social listening in terms of Social CRM, ORM and CXM
- All about Social Listening
- Online Reputation Management and much more…
Course Content
Module 1: Customer Experience Management
-
Introduction
01:55 -
What is CX?
05:18 -
What is CXM?
05:22 -
The importance of CXM in today’s business landscape
05:38 -
Key differences between CRM and CXM
03:19 -
The different channels through which customers interact with businesses
03:40 -
What is omni-channel CXM ?
04:09 -
The challenges associated with multi-channel CXM
03:23 -
The benefits of adopting an omnichannel CX approach
04:01 -
Best practices for implementing omnichannel CX
04:00 -
Quiz Time!
Module 2: The 4 Pillars of Omni-channel CXM
-
Introduction
01:46 -
The First Pillar: email, social media, web, and offline touch-points
04:51 -
The Second Pillar: Calls & Chatbots
03:19 -
The 3rd Pillar: CRM + Analytics
02:38 -
The 4th Pillar: Social media publishing + Marketing automation + response management
03:09 -
Quiz TIme!
Module 3: Measuring Impact of CXM
-
Introduction
01:12 -
The role of metrics in CXM
02:56 -
First Response Time (FRTs)
03:46 -
Resolution Time (TATs)
04:58 -
Service Level Agreements (SLAs)
04:38 -
Customer Satisfaction (CSAT)
04:25 -
Net Promoter Score (NPS) Scores
05:16 -
Agent performance measurement
03:29 -
Quiz Time!
Module 4: Social Listening, Social CRM, ORM w.r.t CXM
-
Introduction
00:52 -
What is Social Listening and Why is it necessary for CXM
03:44 -
What is Community Engagement (ORM) and it’s importance in CXM
04:36 -
What is social CRM and how it is related to CXM
04:37 -
Quiz Time!
Module 5: Social Listening
-
Introduction
01:20 -
What is Social Listening?
05:05 -
Why is Social Listening important?
04:56 -
What are the major applications of social listening
04:12 -
Social Media Monitoring
03:23 -
What is the diffrence between social listening and social media monitoring
07:42 -
What kind of metrics and KPIs can be analysed through social listening?
04:57 -
How to choose a Social Listening Platform?
04:42 -
Quiz Time!
Module 6: Online Reputation Management
-
Introduction
01:25 -
What is ORM?
03:03 -
The Importance of ORM in today’s digital age
04:26 -
Best practices for ORM & response management
03:46 -
Response management metrics and analysis
04:21 -
Quiz Time!
Final Test
-
Certification Quiz
Student Ratings & Reviews
4.8
Total 67 Ratings
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63 Ratings
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9 Ratings
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0 Rating
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It’s a detailed concept to enhance the knowledge in the areas of ORM, CXM and Social Listening. I’m Happy to deep dive in these skills with the practical example. Thanks Team for such an amazing courses and certification!
the course has alot of knowledge and very useful
Yes. the course was very helpful
It was a great foundation to starting my customer experience management journey. Very informative!
The course is Fantastic. Its helpful for the people who wanted to know about ORM, Listening, Brand management.
Good with relevant content for foundation course
I really loved this course! Each topic was explained very well, and I now have a clear understanding of Customer Experience Management. Thank you so much for this course!
Good
Learned about CX
excellent
Good
insightful !
Insightful and good learning experience. Thanks KI
It is exceptional
A great course for anyone who is looking to enter the realm of CRM and CXM
Great
Some what better
It was a very insightful course teaching you everything about Customer experience and from every point of view.
Good Content for understanding the CXM process.
it was a good match for me
The course was well-structured, with clear explanations and engaging quizzes that helped me grasp the knowledge about Konnect Insights.
Overall, I found this course to be extremely beneficial for the employee working in Konnect Insights as well as for the people dealing with the customer for their personal business growth.
Overall, I found this course to be extremely beneficial for the employee working in Konnect Insights as well as for the people dealing with the customer for their personal business growth.
very informative
newly evolving concept of customer experience management
The quality of the videos are outstanding and the attention to details on every term of CX is surreal.
Its simple and easy to understand.
Its simple and easy to understand.
It is an amazing course, would recommend. Explains every bit of Customer Experience Management.
I highly recommend this course to anyone looking to elevate their understanding of customer experience and drive tangible results for their organization.
The course is great and very informative
I truly love this course. I have learnt a lots of crucial things from this.
nice platform
very insightful
great
Thank you for providing such an excellent course to develop expertise. My request to you to provide more course on using the apps,software,tools to do business lucratively.
"It is a top quality course. Keep going, we need this type of course to improve our studies. Excellent. Thank you!!"
Great insights!
It' was an amazing and interesting course , the lecturers are very good , having both the course in words and in writing...it makes it easier to understand
Really good
Great course
Very exciting. Thanks a lot
great experience to grab the knowledge. was a insightful course
Great Course
Thank you for sharing this
Amazing
It's good
I've already started implementing some of the strategies I learned in this course into my business, and I'm seeing positive results.
The best part about this course is that it's free! But even beyond that, the quality of instruction is top-notch.
As someone new to marketing, this course was a game-changer for me. I learned so much about effective marketing strategies and techniques.
I've taken several online courses before, but this one stands out for its practicality and applicability to real-world situations.
KIA has made it so easy for customers and non - customers to grasp all the concepts so well. I am very happy with this launch.
This course exceeded my expectations! The modules on social listening and digital marketing were incredibly insightful. Highly recommend!"
Good
I've taken numerous online courses in the past, but this one truly exceeded my expectations. The module on reputation management (ORM) was particularly eye-opening, as it highlighted the importance of maintaining a positive online presence in today's digital age. I appreciated how the instructors provided practical tips and strategies for managing online reviews, responding to customer feedback, and mitigating reputation crises. The case studies and real-world examples provided valuable insights into how ORM can impact a company's bottom line. Plus, the fact that this course is free with a certificate upon completion is just the cherry on top. I would highly recommend it to anyone looking to enhance their online reputation and deliver exceptional customer experiences!
it was great study about social listening
Good
Very insightful course
This is course is Wonderful to me. Thank you for your sharing knowledge. I love it! God bless you all.
It's a good match for me I've gained a useful and valuable experience and knowledge about handling a business.
Amazing
Easy and good knowledge
Awesome i have learned so much from this.
Taking this course it will boost my knowledge and expertise in market world.
Knowledgeable
Awesome course..
it is a very knowledgeable course that can enlightened us non businesses management graduates that adds knowledge to us. superb!!!
It was great!
Good learnings
Konnect Insights Academy offers an exceptional learning experience. With expert faculty, industry-relevant curriculum, and a vibrant learning community, it's the perfect place to grow professionally. Highly recommend!
Very informative, and it helped me gain a lot of insights into the domain of social listening and marketing. The course structure was very well-structured to understand every nuance related to CXM, Social CRM, etc. 👌