Seminar
Customer Centricity (Summer Term 2014)
Seminar Content:
The main goal of the seminar “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
Timetable (28 SWS):
Time/Place of preliminary discussion:
17.02.2014: 12:00 – 17:30pm, Esplanade 36, Room 4029/4030
Other Dates (block seminar):
10.05.2014: 8am – 8pm
11.05.2014: 8am – 8pm
Integrated Marketing Communications
You will find more information and dates here before the seminar starts.