Strategic Approaches To Customer Services Programme (CMI Level 7)

This course is designed to help leaders put customers at the heart of their company’s vision, mission and strategy. From gaining an understanding of the broader commercial context and competitive environment, the programme will help to map out the customer journey and pinpoint their needs and expectations.

This will provide the opportunity to highlight internal strengths and weaknesses and address how to further develop the leadership ingredients that support a customer-centred organisation.

A key part of this will be learning how to develop an effective people strategy for customer success; how to recruit, develop and reward teams. Furthermore, you will explore how to develop and consistently monitor and evaluate your company’s processes to create an excellent customer experience.

Learning Outcomes:

On completion of this programme, you will: 

• Understand how to put the customer at the heart of the company’s vision, mission and strategy 
• Have developed an understanding of the customer experience and their complete journey through the service or product offering 
• Learn how to analyse and interpret the external context and competitive environment 
• Be able to look through the lens of both customer experience and leadership skills to develop personal growth in both of these important areas 
• Understand the current customer journey along with their needs and expectations 
• Be able to build an effective people strategy; learning how to recruit, manage, and develop teams to enhance the customer journey 
• Be able to develop a holistic overview of the customer journey, allowing a greater understanding of the importance of measurement, analysis and a sustainable continuous improvement environment.