BC606: Managing the Customer Experience

Course Credits:
Course Hours Per Week:

Course Overview

This course explores the rationale and methods for customer retention. It is not strictly about customer service, but digs deeper into methods for realigning an entire organization around the desires and needs of the customer on whom all profits depend. To effectively understand the functions of a chief customer officer position, students will practice many of them and apply them to their own organizations. 
Students will investigate a wide range of topics including:

  • Customer retention and bottom-line profits
  • Future value of customers
  • Political implications of change to a customer focus
  • Customer portfolios
  • Definition of the CCO position

For the course project, Chief Customer Officer Executive Portfolio and Presentation: Making a Bid for the CCO Position, students will describe the CCO position, outline a detailed leadership plan to develop a customer-driven focus within an organization and design a presentation to position themselves as a candidate for the position of CCO.

Course Learning Objectives

  • Calculate a company's goods and services value proposition through the eyes of the customer.
  • Articulate the correlation between customer retention and leadership's view of its employees.
  • Conduct an assessment of the long-term value versus the short-term value of customer relationships.
  • Assess a business' power structures to determine strategies for implementing a customer-centered focus.
  • Create a plan for implementing a customer-centered focus in an organization that addresses internal culture challenges, measurement strategies, implementation strategies and roadblocks.
  • Create a position description of and execute a detailed leadership plan for chief customer officer functions.