LDR 4470 Customer Service Management
This course focuses on setting customer expectations, evaluating target markets, and mapping the customer journey to maximize profits from a leadership perspective. The learner develops a leadership strategy for managing the customer life-cycle including: aligning target markets with organizational goals, developing expectations for each customer category (abandon, expand, maintain), identifying data sources for customer development, and mapping the customer journey to increase profitability. Not all customers are profitable and developing leadership strategies to assess each one's alignment with the organization is essential.