Understanding Stakeholder Needs And Expectations
Identify, assess and prioritise the needs and expectations of various stakeholders, including customers, employees, partners and regulators.
Customer Experience Management
Gain a deeper understanding of the principles of creating and maintaining a positive customer experience.
Service Relationships
Learn how to effectively manage relationships with a variety of stakeholders, including customers, users, suppliers and partners.
Value Co-creation
Explore the concept of value co-creation, where value is not just delivered to customers but created collaboratively with them.
Service Level Management
Learn how to establish, monitor and report on service levels to ensure that they meet stakeholder requirements and agreements.
Service Metrics And KPIs
Understand how to define and use KPIs and metrics to measure, report and improve service performance, customer satisfaction, and value.
Customer Journey Mapping
Explore techniques for mapping the customer journey to identify touchpoints, pain points and opportunities for improving the customer experience.
Service Improvement
Develop the skills to continually improve services based on stakeholder feedback. Implement a culture of continuous improvement to enhance value over time.
Communication And Collaboration
Foster positive stakeholder relationships through effective communication and collaboration.