Customer Strategy Certification — NPSx by Bain & Company

This certification is made up of four courses, with exercises after each one to help you apply your learnings in your day-to-day work. There will also be a final test to show your mastery of the subject.

All our courses have been carefully designed to engage you and your teams in three practical ways:

01 To learn the purpose of customer advocacy
02 To teach the fundamentals of CX
03 Help to lay the foundations for deep expertise across core CX disciplines

Expert level course

Expert level course

Quiz

Knowledge checks / quiz and final test

Certificate of completion

Certificate of completion

Self Transendence

Access to the CX community and course resources (with Premium Connect subscription)

1–3 hours, plus 90-minute final test

Assessment-46

Competency assessments

Learning objectives

Describe the two key components of customer strategy – “where to play” and “how to win”
Apply these components using techniques such as segmentation, driver analysis, prioritization frameworks, etc.
Distinguish between corporate and customer strategy
Recall other key considerations to set up for success when developing customer strategy

Course

1

Where to Play – Prioritizing Customers Segments, Wants, and Needs

Discover the different ways you can segment your customer base
Learn to distinguish between corporate and customer strategy
Identify elements of digital disruption

Course

2

How to Win – Prioritizing Product and Journey Features

Learn how to define Customer Experience Taxonomy
Understand how to apply the C.I.T. prioritization framework
Identify how to set targets for your priority segments