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Customer Advisory Board Certified | Masters +
Introduction [5 mins]
Pre-course survey
How to get the most out of this course
Resource library
Introduction to Customer Advisory Boards [53 mins]
Welcome (1:29)
Definition and objectives of CABs (4:34)
CABs and the customer journey (5:09)
The role of CABs in strategic decision-making (4:40)
The role of CABs in marketing and sales strategies (3:25)
Differentiating CABs from other feedback mechanisms (2:03)
Aligning CABs with strategies and goals (4:29)
Leveraging CABs (4:31)
Key takeaways (2:31)
Coursework (0:50)
Time to reflect
Exam
Bonus footage [63 mins]
Panel discussion: The key considerations for creating Customer Advisory Boards
How to set up Customer Advisory Boards for true business impact - Sara Steffen, Senior Director of Connected Customer Experience at Nutanix
Planning and setting up a CAB [45 mins]
Defining objectives and scope (5:57)
Selecting members (7:08)
CAB structure (8:09)
CAB format (2:07)
Internal stakeholder involvement (3:35)
Communication strategies (4:55)
Key takeaways (4:02)
Coursework (1:38)
Time to reflect
Exam
Bonus footage [42 mins]
Product Marketing Life, CABs - Bree Bunzel, Product Marketing Lead at Dropbox
[Fireside chat] Building Buy-In & Launching Successful CABs, Tiffany Raymond, Global Customer Advocacy at PayPal
Best practices [42 mins]
Creating a productive environment (5:49)
Facilitation sessions (6:36)
Common challenges (3:56)
Building goodwill (6:00)
Ethical considerations (5:05)
Global considerations (8:23)
Key takeaways (3:24)
Coursework (0:20)
Time to reflect
Exam
Bonus footage [64 mins]
Panel discussion - Customer-driven decision making: The role of customer advisory boards in shaping business direction
[Fireside chat] CABs in action: Understanding your customers & how to deliver better outcomes, Dave Hansen and Tim Newborn
Measuring and evaluating CAB impact [41 mins]
Metrics and KPIs (9:48)
Reporting and analyzing your metrics (9:18)
Feedback loops (4:32)
Innovative CAB approches (8:50)
Future trends (6:19)
Key takeaways (3:25)
Coursework (0:40)
Time to reflect
Exam
Wrap up [10 mins]
Resource library
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Panel discussion - Customer-driven decision making: The role of customer advisory boards in shaping business direction
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