Course Overview
Set your business apart by designing and implementing innovative strategies in customer experience (CX).
Gain a foundational understanding of CRM technologies and explore theories in best practice, principles and customer service management methodology.
In an era of constant change, transformation and digital innovation, competition across all industries is escalating. In such an environment, CX has become the new battleground of competitive advantage, calling for businesses to create exceptional experiences to differentiate themselves in the market.
Engage in project-based learning to explore critical topics in value potential specific to your role. Understand your consumer, their journey and their desired outcomes to gain the insight required to build and execute pioneering experiences in customer service, ensuring your business excels in creating memorable consumer interactions.
This online course features a series of case studies in relation to the public sector, curated from leading industry sources and examined within webinar formats.
Who's It For?
- Aspiring customer success management professionals and career changers from a range of business and technology-related fields
- Professionals seeking further understanding of CX strategy and design, CRM technologies and customer success
- Business development and sales professionals managing customer lifecycle looking to create new business opportunities and grow existing partnerships
- Those working in the public and private sector
What You'll Learn
- Critically appraise CRM usage to support organisations in generating sales
- Evaluate criteria to construct customer experience processes
- Create, identify and evaluate customer options via data held on CRM systems
- Critically evaluate the key principles and practices of effective customer relationship management systems
Study Method
- OnlineOnline delivery - online course content with the exception of assessments and work placement
- BlendedBlended delivery - both online course content and partial face to face requirements
- In-classIn class delivery - predominately face to face course content conducted at a specific location
- VirtualVirtual Delivery - Live and interactive classroom-style learning conducted completely online
Duration and Study Load
- 6 weeks (8-10 hours per week)
Delivery
- Online, Tuesdays or Thursdays 7:30pm
Course Features
UC Endorsed
- Backed by the reputation of one of Australia’s top 10 universities (THE World University Rankings 2021).
Industry-ready
- University expertise with practical workforce skills. Taught by industry experts.
Fast and flexible
- Short courses that fit in with your busy lifestyle.
Additional Information
In an increasingly competitive industry, the skills required to construct a unique, positive and lasting impression on the consumer are in more demand than ever.
Develop your understanding of CX and foundation of knowledge in the utilisation of CRM systems to demonstrate versatility and the ability to apply strategy in your field. Grow your career potential in customer service management, business consultancy, customer experience design and more.
Subjects
About University of Canberra
The University of Canberra (UC) is a hub of learning, practical courses and innovative research. It is a place where ideas are born, creativity is explored and opportunity is created.
UC is a university for the professions, dedicated to providing immersive student experiences focused on employability outcomes.
We have been recognised as the fastest rising university in Australia (QS, 2022) and have been ranked number one in Canberra for full-time employment for four years in a row (Good Universities Guide 2022).
This success is in part due to our two-pronged focus, encompassing progressive, expert teaching alongside strong ties to industry. This means that students enjoy real-world work experience and get a taste of their future careers, even before graduation.