This course is eligible for SkillsFuture Singapore (SSG) funding.
Course Reference No: TGS-2020513885 (Classroom Learning), TGS-2020501976 (Synchronous e-Learning)
In the digital economy, customers are making decisions more quickly, and many companies find themselves powerless in influencing such decisions. The prime reason is simple: the transparency of the web has changed the business game forever. Customers are empowered and dictate what they want, when, and where they want it. Following Google’s philosophy, “focus on the customer and all else will follow,” many organizations are becoming more customer-centric.
This course will enable participants to embark on a journey of revisiting and co-designing customer-centric strategies in one day.
At the end of the course, participants will be able to:
By leveraging the power of data analytics, you can get closer to your customers and understand their preferences and buying patterns. Firstly, you will identify and define a business problem that can be solved by using external and internal customer data. Following that, you will learn and practice relevant data collection and analytical methods to solve those problems. Critical issues such as “when to use what techniques” and “which is the best tool” will be addressed.
Using historical data is a double-edged sword. Although we can learn from the past, it can also hinder our creative thinking and progress. Arguably, historical data often fails in predicting customers’ future needs. Most customer breakthroughs originate from a unique ‘insight’ – the identification of an unmet need. To create a customer insight for tomorrow, we need to understand problems from a human perspective and find meaningful purpose behind innovation. Guided by behavioral research, you will learn new ways to uncover insights into what customers need and desire, and practice relevant techniques in searching for novelty and usefulness of customer insights.
There are huge economical and social implications if your customer insights are wrong. For the purpose of validation and evaluation, examples and methods will be introduced to design and conduct Action Research in a simple way. You will see quick results of small-scale experiments and fine-tune your customer insights to reduce business risks and uncertainties.
Assessments may comprise of mini-projects, presentations, workshop assignments or quizzes, etc.
Software Tools |
Pre-Requisites |
Who Should Attend |
Mode of Training |
| Orange | Not Applicable | Professionals and managers who make strategic decisions on customer relationship management, customer service and customer experience design. | On-campus |
| Dates: | No course intakes will be scheduled until further notice |
| Duration: | 1 Day, 9.00am to 5.00pm |
| Venue: |
Blk S16, 6 Science Drive 2, Level 2, Active Learning Room, Singapore 117546 |
| Course Calendar: | – |
*Please note that registration will be closed 2 weeks before the course start date, or when the registration has reached maximum capacity, whichever earlier.
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International |
Singapore Citizen |
Singapore Citizen |
Singapore PRs |
Enhanced Training |
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Total Nett Programme Fee after 9% GST + additional funding from the various funding schemes |
S$1,035.50 |
S$310.65 |
S$120.65 |
S$310.65 |
S$120.65 |
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| MS CHUA BEE LUAN | DR HUANG YUTING | Ms Wong Yean Ling |
You can register for the available short courses via LifeLong Learning Portal (L³AP)
For Self-Sponsored applicants:
For Corporate-Sponsored applicants:
If your application is corporate-sponsored, your HR or billing contact will need to generate a registration link for you, as we no longer accept manual registration forms.
They can refer to this link for guidance: https://guide.l3ap.nus.edu.sg/company/index.htm
For all Short Courses and Professional Certificates related, please email us at fos.shortcourses@nus.edu.sg.
Course Registration
Registration will close two weeks before commencement date or when the registration is full, whichever earlier. You’ll be placed on wait-list once the registration has reached maximum capacity. You’ll be notified 1 week before course commences if you managed to secure a placement. If you do not hear from us, your placement is unsuccessful.
An acknowledgement email will be sent to you.
No. The acknowledgment email is to inform you that the registration is submitted successfully. Your registration is still required to be processed by the short course coordinator internally. Should you have any queries pertaining to your registration, or have any changes to be made, please email us.
Course Funding
Please refer to the ‘Course Fees’ section in the course brochure.
Yes. All Singapore Citizen/SPR attending SSG funded courses will be eligible for SSG Funding, provided you have not taken the same course before.
In addition, you must meet the criteria:
The course fees will automatically be tabulated with the relevant SSG funding based on your eligibility. No action is required from the participant/company except to ensure that the participant meets the two criteria stated above.
Yes. Once an offer of placement has been granted for your application, you will have to accept the offer via L3AP and make the payment via your SkillsFuture credits. Payment is not required upfront during registration.
Payment
Once your registration has been processed and an offer of placement has been granted to you, you will receive an automated email for you to accept the offer on L3AP.
Once you have accepted the offer, you will be directed to the payment page.
Assessment
Yes. The mode of assessment is up to the CET instructor’s discretion. It may be a reflection paper, quiz, presentation, or based on classroom activities. You will be required to achieve a ‘Competent’ grade for the assessment(s).
You will be notified by the short course coordinator if you did not achieve “Competent” for the short course. You may be offered for a deferment for the next available class.
E-Certificate
An e-certificate will be issued upon successful completion within 20 working days.
The name on the e-certificate will be issued according to the full name as per registration.