This course cover key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape. The associated certification exam voucher is included with this course.
Course dates and course fee may be subjected to changes.
Course Outline
Lesson 1: How Customer Journeys are Designed
- Understand the concept of the customer journey
- Understand the ways of designing and improving customer journeys
Lesson 2: How to Target Markets and Stakeholders
- Understand the characteristics of markets
- Understand marketing activities and techniques
- Know how to describe customer needs and internal and external factors that affect these
- Know how to identify service providers and explain their value propositions
Lesson 3: How to Foster Stakeholder Relationships
- Understand the concepts mutual readiness and maturity
- Understand the different supplier and partner relationship types, and how these are managed
- Know how to develop customer relationships
- Know how to analyze customer needs
- Know how to use communication and collaboration activities and techniques
- Know how the “Relationship management” practice can be applied to enabled and contribute to fostering relationships
- Know how the “Supplier management” practice can be applied to enable and contribute to supplier and partner relationships management
Lesson 4: How to Shape Demand and Define Service Offerings
- Understand methods for designing digital service experiences based on value driven, data driven and user centered service design
- Understand approaches for selling and obtaining service offerings
- Know how to capture, influence and manage demand and opportunities
- Know how the “Business analysis” practice can be applied to enable and contribute to requirement management and service design
Lesson 5: How to Align Expectations and Agree Details of Services
- Know how to plan for value co-creation
- Know how to negotiate and agree service utility, warranty and experience
- Know how the “Service level management” practice can be applied to enable and contribute to service expectation management
Lesson 6: How to Onboard and Offboard Customers and Users
- Understand key transition, onboarding and offboarding activities
- Understand the ways of relating with users and fostering user relationships
- Understand how users are authorized and entitled to services
- Understand different approaches to mutual elevation of customer, user and service provider capabilities
- Know how to prepare onboarding and offboarding plans
- Know how to develop user engagement and delivery channels
- Know how to develop user engagement and delivery channels
- Know how the “Service Catalogue management” practice can be applied to enable and contribute to offering user services
- Know how the “Service Desk” practice can be applied to enable and contribute to user engagement
Lesson 7: How to Act Together to Ensure Continual Value Co-Creation
- Understand how users can request services
- Understand methods for triaging of user requests
- Understand the concept of user communities
- Understand methods for encouraging and managing customer and user feedback
- Know how to foster a service mindset (attitude, behavior and culture)
- Know how to use different approaches to provision of user services
- Know how to seize and deal with customer and user ‘moments of truth’
- Know how the “Service request management” practice can be applied to enable and contribute to service usage
Lesson 8: How to Realize and Validate Service Value
- Understand methods for measuring service usage and customer and user experience and satisfaction
- Understand charging mechanisms
- Know how to assess service value realization
- Know how to prepare to evaluate and improve the customer journey
- Know how the “Portfolio management” practice can be applied to enable and contribute to service value realization
