Lecture Customer Centricity
Lecture Content
The main goal of the lecture “Customer Centricity” is to provide well-founded insights into the following topics:
- Introduction to Customer Centricity (aims, essential metrics, definitions, dissociations, customer life time cycle, strategic framework)
- Regulatory framework (legal foundations, permissions)
- Strategy, organization (structure and processes) and change management
- Customer acquisition
- Customer retention (cross- and upselling, multichannel optimization of communication and sales, loyalty programs and churn prevention)
- Winback/Reacquisition of customers
- Closed learning loops along the customer life time cycle
Information and Time
Lecture
Time and Date of our lecture will be announced here.
Tutorial
Time and Date of our tutorial will be announced here.
Examination Dates
You will find the date here: "Aktuelles"