EdX

Fundamentals of Customer Centricity (edX)

Offered by State Bank of India - SBI,
Fundamentals of Customer Centricity (edX)

De-code the practice of a customer-centric approach to achieve service excellence, sustainable customer delight and positive advocacy. Customer-centricity is an approach to doing business that focuses on providing a positive customer experience both at the point of sale and after the sale in order to drive profit and gain competitive advantage.

Class Deals by MOOC List - Click here and see EdX's Active Discounts, Deals, and Promo Codes.

Delighting customers and retention require constant understanding of value, convenience and service. For organisations trying to achieve competitive advantage via a customer-centric approach, delivering differentiated and unique service is obligatory. As a strategic option, customer centricity involves comprehending minute consumer insights to create services that are tailored to specific customer segments and individuals.
For BFSI, customer-centricity entails to re-evaluate what they know about their customers and to better understand who their customers are, what interests them, what they value, and what drives them.
Today, it is imperative for banks to form, embed and practice a customer-centric culture.

What you'll learn

  • Meaning, concept, and significance of Customer Centricity
  • Deriving a Customer-Centric Value Proposition
  • Need for Customer Centricity
  • Aligning a Customer-Centric Approach to Customer Life-Cycle
  • Overcoming challenges to Customer Centricity
  • Habits of a Customer-Centric Organization
  • The Value and Benefits of being Customer-Centric
  • Achieving customer-led growth via Customer Centricity
  • Customer Centricity for Financial Services
  • Patterns of Customer-Centric Banking

Syllabus

Week 1: The Realm of Customer Centricity- Introduction to the concept, meaning and significance
Week 2: The Customer-Centric Organization- Learn the habits of customer-centric organizations
Week 3: Customer Centricity Actionables- Making customer experience value.
Week 4: Customer-Centric Banking- Understand the importance of customer-centric banking.
Week 5: Digital Banking for a Customer-Centric World- Uncover the shifts re-shaping digital banking.

Go to Class
MOOC List is learner-supported. When you buy through links on our site, we may earn an affiliate commission.

Related Courses

Supply Chain Analytics (edX) EdX
MIT,MITx

Supply Chain Analytics (edX)

Management & Leadership Engineering

Master and apply the core methodologies used in supply chain analysis and modeling, including statistics, regression, optimization and probability – part of the MITx Supply Chain Management MicroMasters Credential. Supply chains are complex systems involving multiple businesses and organizations with different goals and objectives. Many different analytical methods and techniques are used by researchers and practitioners alike to better design and manage their supply chains.

Jan 10th 2024
13-24 Weeks
Business Statistics Management
Details
Business and its Environment: An Overview of Business and the Role of Finance in Business (edX) EdX
OECx,Open Education Consortium - OEC

Business and its Environment: An Overview of Business and the Role of Finance in Business (edX)

Management & Leadership

Introduction to the ways that business is related to, and interacts with, individuals, groups and institutions in the current U.S. environment. This course provides the terminology and concepts of the functional areas of business, setting the foundation for interpreting and analyzing the legal, social and ethical issues facing business today. Learners will gain a basic overview of the financial system, including sources of business financing and various types of financial statements.

No sessions available
4 Weeks
Business Financial System
Details
Knowledge Management and Big Data in Business (edX) EdX
The Hong Kong Polytechnic University,HKPolyUx

Knowledge Management and Big Data in Business (edX)

Management & Leadership Social Sciences

Learn why and how knowledge management and Big Data are vital to the new business era. The business landscape is changing so rapidly that traditional management, business and computing courses do not meet the needs for the next generation of workers in the business world. Most traditional methods are of a repetitive, rule-based nature and will be gradually replaced by Artificial Intelligence.

Self Paced
Self-Paced
Business Management Big Data
Details
Business Model Implementation (edX) EdX
Delft University of Technology,DelftX

Business Model Implementation (edX)

Management & Leadership Business

Learn how to successfully implement a new business model by creating a practical action plan and roadmap. Designing a new business model is one thing, but how do you actually put it into practice? How do you move from your current model to a new business model? In this business and management course, you will learn how to make a practical action plan to implement your new business model.

Self Paced
Self-Paced
Business Management Networking
Details
Climate Change Science and Negotiations (edX) EdX
SDGAcademyX,SDG Academy

Climate Change Science and Negotiations (edX)

Sci: Energy & Earth Sciences Sci: Environment

Humanity is up against a tight timeline to address climate change. Learn how we can deeply decarbonize the global energy systems, and put the world on a 2°C pathway. In this course, learn solutions to mitigate the effects of the global greenhouse gas emissions causing temperature rise, and how to apply these solutions in different national contexts improvements.

Self Paced
Self-Paced
Business Earth Sustainability
Details
An Introduction to Credit Risk Management (edX) EdX
Delft University of Technology,DelftX

An Introduction to Credit Risk Management (edX)

Management & Leadership Economics & Finance

What is credit risk? Why is it so important, in modern economies, to correctly deal with it? This course combines theory with practice to answer these questions. Imagine that you are a bank and a main part of your daily business is to lend money. Unfortunately, lending money is a risky business - there is no 100% guarantee that you will get all your money back. If the borrower defaults, you will face losses in your portfolio.

Self Paced
Self-Paced
Business Management Risk Management
Details
Introduction to Project Management (edX) EdX
University of Adelaide,AdelaideX

Introduction to Project Management (edX)

Management & Leadership

Learn the principles of project management and apply them in your own work and life. Project management is an essential skill-set for many careers and in many contexts in our lives. Introduction to Project Management is an ideal starting point if you need to manage projects at work or at home, while not necessarily being a formally trained project manager. It is also suitable if you are considering undertaking a project in the near future and are seeking to learn and apply essential project management knowledge and skills.

Self Paced
Self-Paced
Business Management Project Management
Details
Financial Accounting Made Fun: Eliminating Your Fears (edX) EdX
Babson College

Financial Accounting Made Fun: Eliminating Your Fears (edX)

Management & Leadership

Learn the language of financial accounting and how to use financial statement information to better manage and grow your business. Are financial statements a mystery to you? Do all those terms and metrics make your head spin? Do you avoid conversations with your finance leaders because you are not confident of your finance ability?

Self Paced
Self-Paced
Business Management Balance Sheet
Details