Customer Centricity as Competitive Advantage - Jagdish Sheth 

Course Intro

The Evolution of Marketing

The Strategic Advantage of Customer Centricity

Three Different Roles of the Customer

Becoming the Customer's Choice

CEO Advice: Doug Shipman on the Importance of Customer Centricity

Anticipating Future Customer Expectations

Integrate Marketing with Customer Centricity

Understanding Customer Motivations

Customer Service and Support

CEO Advice: Dick Anderson on Customer Satisfaction

Give the Customer Multiple Reasons to Buy

About this course

About the Assignments

Discussion Forum Guidleines

Module 1 Practice Quiz

Module 1 Summative Quiz

How to Implement Customer Centricity - Introduction

Why Customer Centricity is a Necessity (part 1)

Why Customer Centricity is a Necessity (part 2)

Expert Advice: Dr. Ken Bernhardt on Customer Loyalty

Proper Accounting Within a Customer Centric Company

Why It's Difficult to Implement Customer Centricity

#1 of the Nine Initiatives to Implement Customer Centricity

#2 of the Nine Initiatives to Implement Customer Centricity

#3 of the Nine Initiatives to Implement Customer Centricity

#4 of the Nine Initiatives to Implement Customer Centricity

#5 of the Nine Initiatives to Implement Customer Centricity

#6 of the Nine Initiatives to Implement Customer Centricity

#7 of the Nine Initiatives to Implement Customer Centricity

#8 of the Nine Initiatives to Implement Customer Centricity

#9 of the Nine Initiatives to Implement Customer Centricity

CEO Advice: William Pate on the Role of the Chief Marketing Officer

Seven Issues Implementing Customer Centricity (part 1)

Seven Issues Implementing Customer Centricity (part 2)

CEO Advice: Dick Anderson on Difficulties Implementing Customer Centricity

Expert Advice: Dr. Ken Bernhardt on Difficulties Implementing Customer Centricity

Module 2 Practice Quiz

Module 2 Summative Quiz

1 - Introduction: Creating Performance & Price Value

2 - Growing Importance of CRM Systems

3 - Consumer Centricity vs. Product Marketing

CEO Advice: Dick Anderson on Customer Centric Marketing

4 - Competition Drives Growth

5 - One-to-One Marketing

CEO Advice: William Pate on One-to-One Marketing

6 - The 20:80 Ratio

7 - Finding Profitable Customers

8 - Outsourcing Selected Customers

9 - Customer Loyalty Limitations

CEO Advice: Doug Shipman on Maximizing Customer Loyalty

10 - Understanding Price Sensitivity

11 - Customer Relationship Management

12 - David Almost Always Wins

13 - Introduction: Understanding Customers

14 - Product Quality Is Not Enough

15 - Customer Orientation Wins!

16 - Who Is a Customer?

17 - Satisfying All Three Roles

18 - Creating the Win-Win-Win!

CEO Advice: Doug Shipman on Which is Most Important: Performance, Price, or Service

1 - Introduction: Creating Service Value

2 - Service Value: The Model

3 - How Quality Impacts Performance Value

4 - How Quality Impacts Service Value

5 - The Quality Win-Win

6 - The Importance of Differentiation

7 - The Growing Importance of Innovation

8 - Price Value via Target Closing

9 - The Intel Example

10 - The Importance of Mass Customization

11 - Demand-Driven Manufacturing

12 - Global Sourcing

13 - Service Value: Frontline Information Systems

14 - Service Value: Universal Access

15 - Service Value: Easy To Do Business

16 - Service Value: Relational Nurture

17 - Service Value: Concluding Comments

Interview - 1

Interview - 2

Interview - 3

Competitive Advantages Through Customer Satisfaction

Module 3 Practice Quiz

Module 3 Summative Quiz