This unit introduces core Customer 360 concepts, competitive strategy, CRM fundamentals, and the evolution of customer data to prepare learners for designing customer-centric experiences. It builds on prior introductory coursework and establishes the strategic, data, and technology foundations needed for subsequent hands-on UX design and implementation units.
Learning Objectives
- analyze an organization’s customer-facing assets and processes to identify strengths, gaps, and strategic opportunities for Customer 360 initiatives
- apply common Customer 360 tactics and CRM principles, including Salesforce use cases, to design basic workflows that map customer touchpoints across sales, service, and marketing channels
- demonstrate understanding of the evolution and types of customer data by classifying diverse data sources and proposing methods for integrating them into a unified Customer 360 profile
- evaluate competitive dynamics and Generative AI potential using the Five Forces framework to prioritize opportunities and outline high-level, UX-focused value propositions
Curriculum
- 1 Section
- 10 Lessons
- 30 hours
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- Unit 1 — Foundations of Customer 36010
- 1.1BUILDING ON ITS GREATEST ASSET20 mins
- 1.2NOTE20 mins
- 1.3Customer 360 in Action: Some Common Tactics20 mins
- 1.4THE FIVE FORCES OF COMPETITIVE STRATEGY20 mins
- 1.5WHERE ARE ALL THE CUSTOMERS?20 mins
- 1.6THE SALESFORCE STORY20 mins
- 1.7EVOLUTION OF DATA TYPES20 mins
- 1.8CUSTOMER RELATIONSHIP MANAGEMENT20 mins
- 1.9VALUE WILL BE GENERATED BY GenAI20 mins
- 1.10FIRST, DREAM BIG …20 mins
Instructor
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