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COURSE REGISTRATION
Customer Relationship
Certified Customer Engagement Specialist (CCES)
Certified Customer Engagement Specialist (CCES)
Curriculum
10 Sections
36 Lessons
10 Weeks
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What is Customer Engagement
This section described What is Customer Engagement
5
1.1
Understanding the concept of customer engagement
1.2
Customer Engagement vs. Customer Experience vs. Satisfaction
1.3
Business Value of Engagement
1.4
The Psychology of Connection and Loyalty
1.5
Section Quiz
15 Minutes
10 Questions
Customer-Centric Mindset
This section talks about Customer-Centric Mindset
5
2.1
Building a Customer-first Culture
2.2
Empathy and Emotional Intelligence in Engagement
2.3
Active Listening and Understanding Customer Pain Points
2.4
Internal Communication and Collaboration for Better Customer Outcomes
2.5
Section Quiz
15 Minutes
11 Questions
Customer Journey Mapping
This section talks about Customer Journey Mapping
5
3.1
Understanding Customer Touchpoints
3.2
Tools for Journey Mapping
3.3
Identifying Friction Points and Engagement Opportunities
3.4
Designing Seamless Omnichannel Experiences
3.5
Section Quiz
15 Minutes
10 Questions
Communication and Relationship Management
This section talks about Communication and Relationship Management
5
4.1
Mastering Customer Communication Across Channels
4.2
Personalization and Tone of Voice
4.3
Conflict Resolution and Handling Difficult Customers
4.4
Building Trust and Long-term Relationships
4.5
Section Quiz
15 Minutes
10 Questions
CRM Systems and Technology in Engagement
This section talks about CRM Systems and Technology in Engagement
5
5.1
Overview of CRM Systems (Salesforce, HubSpot, Zoho, etc.)
5.2
Capturing and Analyzing Customer Data
5.3
Automating Engagement Workflows
5.4
Integrating Social Media, Email, and Analytics Tools
5.5
Section Quiz
15 Minutes
10 Questions
Data-Driven Customer Engagement
This section talks about Data-Driven Customer Engagement
5
6.1
Leveraging Data Analytics for Insights
6.2
Segmentation and Predictive Engagement
6.3
Using AI and Chatbots for Customer Interaction
6.4
Measuring Engagement Metrics
6.5
Section Quiz
15 Minutes
10 Questions
Loyalty and Retention Strategies
This section talks about Loyalty and Retention Strategies
5
7.1
Designing Loyalty and Reward Programs
7.2
Turning Satisfied Customers into Brand Advocates
7.3
The Role of Storytelling in Loyalty Building
7.4
Customer Lifecycle Management
7.5
Section Quiz
3 Minutes
10 Questions
Social and Digital Engagement
This section talks about Social and Digital Engagement
5
8.1
Social listening and Online Reputation Management
8.2
Creating Engaging Contents and Campaigns
8.3
Influencer and Community-Driven Engagement
8.4
Managing Engagement Crises and Negative Feedback
8.5
Section Quiz
15 Minutes
10 Questions
Continuous Improvement in Customer Engagement
This section talks about Continuous Improvement in Customer Engagement
5
9.1
Gathering Feedback and Closing the Loop
9.2
Using Kaizen and Continuous Improvement Tools
9.3
Benchmarking Engagement Success
9.4
Building Sustainable Engagement Frameworks
9.5
Section Quiz
15 Minutes
10 Questions
Final Exam
This is the Final Exam of this course
1
10.1
Final Exam
45 Minutes
40 Questions
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