Master Strategies to Grow Revenue & Cut Costs . Build Your Business Through Customer Loyalty & Advocacy

Jagdish Sheth

Offered By

Customer Centricity with Professor Jagdish Sheth SpecializationUniversity System of Georgia

Skills you will gain

Marketing
Business Strategy
Customer Success
Business
Customer Satisfaction
2. Understand the cumulative value of customer loyalty
3. Understand how processes and legacy systems are key obstacles to implementing customer centricity
1. Understand the economic value of customer centricity
5. Understand why the role of chief customer officer must be created at the corporate level to coordinate and integrate activities across products and business units
4. Understand why a shift away the cost accounting system is crucial for creating a customer centric organization
4. Understand the importance of selfless independence
3. Learn why not all experts are capable of becoming trusted advisors

About this Specialization

This is a master class in Customer Centricity. Professor Jagdish Sheth, 2020 Padma Bhushan Award winner for Literature and Education, guides you through proven strategies and practical steps for implementing customer centricity practices into your business. Professor Sheth shares wisdom and insight from decades of experience, years of research, and recommendations from multiple senior industry leaders to help grow your business and cut costs by keeping the customers you have by creating a customer centric culture.

Applied Learning Project

Learners will learn how to grow their business and cut costs by keeping the customers they have by creating a customer centric culture. They will solve business problems posed by Professor Sheth in order to put what they have learned into real world scenarios.

Shareable Certificate

Earn a Certificate upon completion

100% online courses

Start instantly and learn at your own schedule.

Flexible Schedule

Set and maintain flexible deadlines.

Beginner Level

Approximately 3 months to complete

Suggested pace of 3 hours/week

English

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Shareable Certificate

Earn a Certificate upon completion

100% online courses

Start instantly and learn at your own schedule.

Flexible Schedule

Set and maintain flexible deadlines.

Beginner Level

Approximately 3 months to complete

Suggested pace of 3 hours/week

English

Could your company benefit from training employees on in-demand skills?

Try Coursera for Business

See how employees at top companies are mastering in-demand skills

Learn more about Coursera for Business

How the Specialization Works

Take Courses

A Coursera Specialization is a series of courses that helps you master a skill. To begin, enroll in the Specialization directly, or review its courses and choose the one you'd like to start with. When you subscribe to a course that is part of a Specialization, you’re automatically subscribed to the full Specialization. It’s okay to complete just one course — you can pause your learning or end your subscription at any time. Visit your learner dashboard to track your course enrollments and your progress.

Hands-on Project

Every Specialization includes a hands-on project. You'll need to successfully finish the project(s) to complete the Specialization and earn your certificate. If the Specialization includes a separate course for the hands-on project, you'll need to finish each of the other courses before you can start it.

Earn a Certificate

When you finish every course and complete the hands-on project, you'll earn a Certificate that you can share with prospective employers and your professional network.

There are 4 Courses in this Specialization

Course1

Course 1

Customer Centricity as Competitive Advantage - Jagdish Sheth

This course suggests why companies should be customer centric. Customer centricity provides a number of competitive advantages including revenue growth and cost reduction. The key concept is customer lifetime value (CLV) For example, a typical household spends more than $500,000 over 15 years at nearby grocery stores. Customer centricity is important, but most organizations struggle to implement it properly. This is due to internal operations, processes, and most importantly, cost accounting systems. Since the industrial age, the cost accounting focus has been very product centric, and there needs to be a shift customer centric accounting. This course, taught by Professor Jagdish Sheth, 2020 Padma Bhushan Award winner for Literature and Education, offers videos, articles, and recommendations from senior industry leaders on how to successfully implement customer centricity.

Course2

Course 2

How to Become a Trusted Advisor with Jagdish Sheth

With the digitization of information, most expertise is now available online with search engines such as Google. Therefore, experts for hire for certified occupations such as law, medicine, and accounting are likely to be automated and commodified. As a result, one has to transition from an expert for hire to a trusted advisor. This course, taught by Professor Jagdish Sheth, 2020 Padma Bhushan Award winner for Literature and Education, is based on interviews with more than 30 CEOs and chairmans of very large enterprises with the goal of identifying attributes of a trusted advisor. We highlight 7 specific attributes of great advisors including integrity, empathy, selfless independence, and big picture thinking. The best trusted advisors are those who have experienced adversity in their own lives.

Course3

Course 3

Managing Customer Expectations with Jagdish Sheth

With growing age, income, and ethnic diversity, customer expectations are also becoming more diverse. Therefore, it is becoming difficult to satisfy all customers with growing but divergent expectations. This course, taught by Professor Jagdish Sheth, 2020 Padma Bhushan Award winner for Literature and Education, suggests shaping customer expectations is as, if not more, important than exceeding customer expectations. There are three strategies to manage customer expectations: abandon the customer, accommodate the customer, and adjust customer expectations. Since not all customers are profitable, one must link managing customer expectations with profitability outcomes.

Course4

Course 4

Strategies for Planned Social Change with Jagdish Sheth

Many social issues are within the realm of public policy and civil organizations (NGOS), but corporations can also enable and champion social change. The business of business is more than business. As more and more companies engage in corporate social responsibility (CSR), they need to understand the ultimate users’ perceptions and motivations. This course, taught by Professor Jagdish Sheth, 2020 Padma Bhushan Award winner for Literature and Education, includes examples such as environmental sustainability, mindful consumption, and the United Nation’s Sustainable Development Goals (SDGs) Planned social change requires understanding customers’ predispositions and their actual behavior.

Instructor

Jagdish Sheth

370 Learners

4 Courses

Offered by

University System of Georgia

Frequently Asked Questions

What is the refund policy?
If you subscribed, you get a 7-day free trial during which you can cancel at no penalty. After that, we don’t give refunds, but you can cancel your subscription at any time. See our full refund policy.
Can I just enroll in a single course?
Yes! To get started, click the course card that interests you and enroll. You can enroll and complete the course to earn a shareable certificate, or you can audit it to view the course materials for free. When you subscribe to a course that is part of a Specialization, you’re automatically subscribed to the full Specialization. Visit your learner dashboard to track your progress.
Is financial aid available?
Yes. In select learning programs, you can apply for financial aid or a scholarship if you can’t afford the enrollment fee. If fin aid or scholarship is available for your learning program selection, you’ll find a link to apply on the description page.
Can I take the course for free?
When you enroll in the course, you get access to all of the courses in the Specialization, and you earn a certificate when you complete the work. If you only want to read and view the course content, you can audit the course for free. If you cannot afford the fee, you can apply for financial aid.
Is this course really 100% online? Do I need to attend any classes in person?
This course is completely online, so there’s no need to show up to a classroom in person. You can access your lectures, readings and assignments anytime and anywhere via the web or your mobile device.
How long does it take to complete the Specialization?
The content can be completed in 1-3 months, depending on the time commitment of the learner.
What background knowledge is necessary?
These courses are designed so that beginners and experts alike can gain the knowledge necessary to improve their customer culture.
Do I need to take the courses in a specific order?
It is recommended to take them in the following order, since the learning builds upon itself. However, it is not required. 1) Customer Centricity as a Competitive Advantage 2) How to Become a Trusted Advisor 3) Managing Customer Expectations 4) Strategies for Planned Social Change
Will I earn university credit for completing the Specialization?
No university credit is available for this specialization. However, you will be awarded a certificate with completion.
What will I be able to do upon completing the Specialization?
Those completing the specialization should be able to implement customer centricity practices into their business and help grow their business and cut costs by keeping the customers they have by creating a customer centric culture.

More questions? Visit the Learner Help Center.

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Customer Centricity with Professor Jagdish Sheth Specialization

Skills you will gain

About this Specialization

Applied Learning Project