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SCM435

Module 1 Required Resources

Textbook

Customer Centric Strategy
Shields, K. (2021). Customer Centric Strategy. https://ecampusontario.pressbooks.pub/customercentricstrategy/

  • This Open Library textbook does an excellent job covering why it is important to offer top-notch customer service and what it means to be customer centric. It does well mapping the customer journey to uncover customer needs and wants, what is working well and what is not with numerous supporting examples, and how to implement processes and take actions to improve the customer experience.

Your Open Education Resources (OER) reading can be accessed via the link above.

Articles

The Ultimate Guide to an Awesome Customer Service Strategy
Santa Ana, K. (2022, January 20). The Ultimate Guide to an Awesome Customer Service Strategy. Acquire. https://acquire.io/blog/customer-service-strategy/

  • This article is important as it outlines approaches to develop an exceptional customer service strategy.

Council Post: 15 Customer Service Strategies To Help You Deliver A 5-Star Experience
Council, F. C. (n.d.). Council Post: 15 Customer Service Strategies To Help You Deliver A 5-Star Experience. Forbes. Retrieved January 31, 2023, from https://www.forbes.com/sites/forbescoachescouncil/2020/04/21/15-customer-service-strategies-to-help-you-deliver-a-5-star-experience/?sh=1daffd7b6ca4

  • The article by Forbes provides detailed and important customer service strategies that can help ensure business success. This article will be helpful as you begin to develop your CRM strategy plan.

How Customer Service Can Turn Angry Customers into Loyal Ones
Huang, W., Mitchell, J., Dibner, C., Ruttenberg, A., & Tripp, A. (2018, January 16). How Customer Service Can Turn Angry Customers into Loyal Ones. Harvard Business Review. https://hbr.org/2018/01/how-customer-service-can-turn-angry-customers-into-loyal-ones

  • This article discusses how a top-notch customer service strategy can ensure customer loyalty.

10 Proven Customer Service Strategies
10 Proven Customer Service Strategies - CloudTalk. (n.d.). cloudtalk.io. https://cloudtalk.io/blog/10-proven-customer-service-strategies/

  • This article is important as it outlines approaches to develop an exceptional customer service strategy.