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Customer Research Certified | Masters
Welcome
Pre-course survey
What to expect in this course (2:24)
How to get the most out of this course
Your course pack
Resource library
An intro to customer research [65 mins]
Defining the Voice of Customer (3:40)
Why product marketing should own VoC (2:50)
Getting cross-functional buy-in (4:07)
Measuring business impact (1:31)
Building trust (1:57)
Creating customer feedback champions
Bonus | How to deliver value based on feedback
Exam | Intro to VoC
Collecting and aggregating customer feedback [60 mins]
Qualitative vs quantitative feedback (1:59)
Transactional vs in-depth feedback (3:55)
Using NPS data to make decisions
Bonus | Win-loss interview bundle
Determining if you have enough customer feedback (2:03)
Collecting additional feedback via surveys & interviews (5:14)
Asking the right questions (4:20)
Conducting your surveys and interviews (1:43)
Aggregating customer feedback (1:21)
Bonus | Be the voice of your customer
Bonus | The science behind gathering feedback from developers
Exam | Collecting & aggregating feedback
Classifying and analyzing feedback for top issues [70 mins]
Identifying trends and themes (2:47)
Analyzing feedback for top issues and opportunities (4:04)
Identifying the root cause (4:31)
Bonus | Leveraging feedback loops to build better products
Exam | Classifying & analyzing feedback
Communicating and acting on feedback [30 mins]
Closing the loop (6:01)
Measuring impact and evolving strategies (2:58)
Expert insight | Jam Khan, 6sense
Exam | Communicating & acting on feedback
Measuring the ROI of your VoC program [10 mins]
Adopting the ROI calculator (3:18)
Calculating the % of feedback that’s positive (1:23)
Calculating how positive feedback impacts retention (2:34)
Pulling the ROI lever (1:16)
Exam | Measuring ROI
Measuring investment for manual VoC processes [15 mins]
Calculating your ROI (1:55)
Gathering data and key input variables (1:43)
Measuring costs of manually aggregating feedback (1:45)
Measuring costs of classifying and analyzing feedback (2:57)
Measuring costs of communicating and acting on feedback (2:07)
Summarizing total costs and measure ROI (1:43)
Exam | Measuring manual ROI
Measuring investment for software-driven VoC processes [5 mins]
VoC automation (2:11)
Calculate software costs (1:36)
Measure ROI (1:56)
Closing (0:47)
Wrap-up
Course satisfaction survey
Resource library
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Pulling the ROI lever
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