Objectives
This e-learning serves as a first introduction to the topic of Customer Journey Mapping. It deals with central terms, guiding questions and presentation options for the creation of a Customer Journey.
Training content
- Customer satisfaction and customer orientation approaches
- Understanding customer needs
- Change of perspective: Customer versus business perspective
- Phases and milestones of a customer journey
- Presentation options and guiding questions for the creation of a customer journey
Target group
- Managers and employees who want to drive forward the topic of customer orientation
- Managers and employees Organization
- Managers and employees Corporate and Personnel Development
- Managers and employees from all divisions with customer contact
- Managers and employees Process Management