Improving Customer Retention

本课程是 AI-Powered Customer Success 专项课程 的一部分

位教师： Marta Sotto-Mayor

6,591 人已注册

包含在 Coursera Plus • 了解更多 中

91 条评论

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您将学到什么

Identify the key factors that influence customer retention.

Apply customer service best practices to enhance customer satisfaction.

Evaluate consumer behavior to improve retention strategies.

Apply feedback analysis and understand consumer behavior to improve retention tactics.

您将获得的技能

Customer Relationship Management

Customer Advocacy

Customer Service

Customer experience improvement

Service Improvement

Customer Retention

Loyalty Programs

Consumer Behaviour

User Feedback

Brand Loyalty

Marketing Strategies

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您将学习的工具

Customer Relationship Management (CRM) Software

要了解的详细信息

添加到您的领英档案

1 项作业

了解顶级公司的员工如何掌握热门技能

积累特定领域的专业知识

向行业专家学习新概念

获得对主题或工具的基础理解

通过实践项目培养工作相关技能

获得可共享的职业证书

该课程共有1个模块

This course provides a comprehensive understanding of the strategies and practices that drive client retention and transform customers into loyal advocates.

It covers the foundational concepts of customer retention, loyalty programs, customer satisfaction, marketing strategies, CRM, customer service, feedback analysis, consumer behavior, brand loyalty, and retention tactics.

This course caters to team leaders, supervisors, and managers responsible for individuals and teams, as well as professionals in marketing, customer service, CRM, business owners, and brand coordinators.

Whether overseeing teams or directly involved in marketing and customer service functions, individuals in these roles will benefit from gaining insights into enhancing customer retention strategies.

Participants should have a basic understanding of marketing concepts and familiarity with CRM systems to engage effectively with the course material.

An understanding of customer service principles is also beneficial for comprehending strategies aimed at improving customer satisfaction.

Moreover, an interest in consumer behavior and its impact on business is essential for gaining a comprehensive understanding of the topics covered.

Upon completing this course, learners will be equipped to identify the key factors influencing customer retention and apply best practices in customer service to enhance customer satisfaction.

They will also gain the ability to evaluate consumer behavior effectively to inform retention strategies and apply feedback analysis techniques to improve retention tactics.

This course provides a comprehensive understanding of the strategies and practices that drive client retention and transform customers into loyal advocates.

It covers the foundational concepts of customer retention, loyalty programs, customer satisfaction, marketing strategies, CRM, customer service, feedback analysis, consumer behavior, brand loyalty, and retention tactics.

涵盖的内容

12个视频 4篇阅读材料 1个作业 2个讨论话题

Introduction to the Course & Meet the Instructor • 6分钟

Why Does Customer Retention Matter? • 6分钟

Art and Science Behind Customer Retention • 8分钟

Building a Retention Arsenal • 11分钟

From Transaction to Connection • 5分钟

Boosting Happiness with Marketing • 7分钟

CRM: Your Customer Relationship Command Center • 8分钟

Customer Service Champions • 5分钟

Cracking the Customer Code • 5分钟

From Customers to Fans • 5分钟

Customer Retention: Main Takeaways and Conclusion • 5分钟

Congratulations and Continuous Learning Journey • 3分钟

Welcome to the Course: Course Overview • 5分钟

Role of Customer Retention in Market Share Growth • 5分钟

The 8 Cs of Excellent Customer Service • 5分钟

Creating a Customer-Centric Strategy Guide • 5分钟

Improving Customer Retention • 20分钟

CRM Integration for Enhanced Customer Retention in the Digital Age • 5分钟

Consumer Behavior Insights for Customer Retention • 5分钟

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位教师

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已于 May 5, 2025审阅

In my experience, businesses don't care about making customers happy. And businesses focus on the biggest spenders to maximize sales.

已于 Feb 3, 2025审阅

Marta's experience, knowledge and expertise add so much value and authenticity to this fantastic overview of key elements impacting customer retention and customer service/support best practices!

已于 Aug 22, 2026审阅

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When will I have access to the lectures and assignments?

To access course materials, assignments, and earn a Certificate, you'll need to purchase the Certificate experience when you enroll in a course.Eligible learners may also have the option to start with a Free Trial.Some courses may also offer a Full Course, No Certificate option.

This lets you access course materials, submit required assessments, and receive a final grade, but you won't be able to earn or purchase a Certificate.

What will I get if I subscribe to this Specialization?

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.

Your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile.

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.

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