To create a customer-focused organization, you need an in-depth understanding of what types of customer-focused tools and solutions are available. And you must know the level of customer focus that you're seeking to achieve. As a manager, you also need to know how to select the most appropriate implementation strategy that aligns with your organization's capabilities and its objectives. This will help you to create stronger, more valuable, and lasting relationships and experiences for your customers. This course provides direction on how to approach, implement, and sustain effective customer-focused service strategies in order to increase your organization's competitive advantage.

Learning objectives

  • Determine the level and scope of organisational customer focus in a given scenario
  • Implement a customer-focus strategy in a given scenario
  • Recognise examples of how customer focus can be sustained in an organisation


Managers and leaders who want to develop their skills for approaching and implementing customer-focused service strategies

60 Minutes

365 Days