{"id":11509,"date":"2020-02-19T07:17:25","date_gmt":"2020-02-19T07:17:25","guid":{"rendered":"https:\/\/www.yuksekbilgili.com\/wordpress\/?p=11509"},"modified":"2021-02-20T09:01:21","modified_gmt":"2021-02-20T09:01:21","slug":"musteri-deneyimi-yonetimi","status":"publish","type":"post","link":"https:\/\/www.yuksekbilgili.com\/wordpress\/musteri-deneyimi-yonetimi\/","title":{"rendered":"M\u00fc\u015fteri Deneyimi Y\u00f6netimi E\u011fitimi"},"content":{"rendered":"
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M\u00fc\u015fteri Deneyimi Y\u00f6netimi | Online E\u011fitimi<\/h1>\t\t\t\t\t
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E\u011fitimin Amac\u0131:<\/h3>\t\t\t

Her \u015fey \u0131\u015f\u0131k h\u0131z\u0131yla de\u011fi\u015firken ya\u015fad\u0131\u011f\u0131m\u0131z kriz i\u015f d\u00fcnyas\u0131n\u0131 daha da b\u00fcy\u00fck bir sorunla ba\u015f ba\u015fa b\u0131rak\u0131yor. Daha se\u00e7ici m\u00fc\u015fterilerin sat\u0131nalma kararlar\u0131 i\u00e7in rekabetten s\u0131yr\u0131lmak zorunday\u0131z. Bu da bize ticaretin var oldu\u011fu g\u00fcnden beri bilinen ama s\u00fcrekli g\u00f6z ard\u0131 etti\u011fimiz bir ger\u00e7e\u011fi hat\u0131rlat\u0131yor: M\u00fc\u015fteri velinimet. Peki, m\u00fc\u015fterimize hayal etti\u011fi deneyimi nas\u0131l ya\u015fataca\u011f\u0131m\u0131z\u0131 biliyor muyuz? Dahas\u0131 t\u00fcm \u015firketi bu amaca nas\u0131l odaklayaca\u011f\u0131m\u0131z\u0131 hi\u00e7 d\u00fc\u015f\u00fcnd\u00fcn\u00fcz m\u00fc? M\u00fc\u015fteri Deneyimi Y\u00f6netimi e\u011fitimi kat\u0131l\u0131mc\u0131lara etkili bir deneyim y\u00f6netimi program\u0131n\u0131n nas\u0131l tasarlan\u0131p, uygulanaca\u011f\u0131n\u0131 ve performans\u0131n\u0131n nas\u0131l \u00f6l\u00e7\u00fclece\u011fini anlat\u0131yor. Daha \u00f6nemlisi bu a\u015famalar\u0131n nas\u0131l hayata ge\u00e7ece\u011fini detayl\u0131 a\u00e7\u0131klayan bir yol haritas\u0131 da program\u0131n bir par\u00e7as\u0131.<\/p>\n<\/div>\n\t\t<\/div>

E\u011fitimin \u0130\u00e7eri\u011fi:<\/h3>\t\t\t

1.Pazarlama kavram\u0131 nas\u0131l de\u011fi\u015fip yenileniyor?<\/strong>
\n1.1. Tarihsel s\u00fcre\u00e7te Pazarlama d\u00f6nemleri
\n1.2. Pazarlama d\u00f6nemlerinde m\u00fc\u015fteri etkile\u015fimi nas\u0131l oldu?
\n2. M\u00fc\u015fteri Deneyimi nedir?<\/strong>
\n2.1. M\u00fc\u015fteri deneyiminin kesitleri?
\n2. 2. M\u00fc\u015fteri deneyiminin sadakat, b\u00fcy\u00fcme ve karl\u0131l\u0131k oranlar\u0131na etkisi?
\n3. M\u00fc\u015fteri Deneyim Y\u00f6netimi Modeli<\/strong>
\n4. M\u00fc\u015fteri Deneyim Yolculu\u011funu haritalamak<\/strong>
\n4.1 M\u00fc\u015fteri temas noktalar\u0131
\n4.2 M\u00fc\u015fteri karar anlar\u0131
\n4.3 Personalar\u0131n belirlenmesi
\n5. Deneyimsel ara\u015ft\u0131rma teknikleri<\/strong>
\n6. M\u00fc\u015fteri deneyimi odakl\u0131 segmentasyon, hedefleme ve konumland\u0131rma<\/strong>
\n7. M\u00fc\u015fteri deneyiminin \u00f6l\u00e7\u00fclmesi (NPS ve di\u011fer \u00f6l\u00e7ekler)<\/strong>
\n8. M\u00fc\u015fteri Deneyim Y\u00f6netimi program\u0131n\u0131 tasarlamak ve uygulamak<\/strong>
\n8.1 M\u00fc\u015fteri Deneyim Y\u00f6netimi M\u00fcd\u00fcrl\u00fc\u011f\u00fc olu\u015fturmak
\n8.2 Do\u011fru liderlik ihtiyac\u0131
\n8.3 Do\u011fru \u00f6rg\u00fct yap\u0131s\u0131
\n8.4 Do\u011fru ad\u0131mlarla program\u0131n hayata ge\u00e7irilmesi
\n9. \u015eirketinizi M\u00fc\u015fteri Deneyimi odakl\u0131 yap\u0131ya ta\u015f\u0131man\u0131n ad\u0131mlar\u0131<\/strong><\/p>\n<\/div>\n\t\t<\/div>

E\u011fitmen:<\/h3>\t\t\t

DO\u00c7.DR. CAN ERDEM<\/strong><\/h4>\n

ODT\u00dc \u0130dari \u0130limler Fak\u00fcltesi \u0130\u015fletmecilik B\u00f6l\u00fcm\u00fcn\u00fc 1978\u2019de bitirdi. 1980-82 aras\u0131nda burslu \u00f6\u011frenci olarak gitti\u011fi ABD\u2019de MBA derecesi ald\u0131.<\/p>\n

T\u00fcrkiye \u0130\u015f Bankas\u0131nda ba\u015flad\u0131\u011f\u0131 i\u015f hayat\u0131n\u0131 TD\u00c7\u0130, Price Waterhouse, Pancar Motor, Sifar-M\u00fcderriso\u011flu \u0130la\u00e7, Fresenius, Nutrifarma ila\u00e7 \u015firketlerinde Sat\u0131\u015f ve Pazarlama y\u00f6neticisi olarak s\u00fcrd\u00fcrd\u00fc. 1998-2002 d\u00f6neminde General Electric-Tradanet Elektronik \u0130leti\u015fim A.\u015e.\u2019de Genel M\u00fcd\u00fcr olarak g\u00f6rev yapt\u0131.<\/p>\n

Pazarlama Dal\u0131nda s\u00fcrd\u00fcrd\u00fc\u011f\u00fc Doktora \u00e7al\u0131\u015fmas\u0131n\u0131 2007 y\u0131l\u0131nda tamamlad\u0131 ve 2016 y\u0131l\u0131nda Do\u00e7ent oldu. Yeditepe \u00dcniversitesinde tam zamanl\u0131, Bah\u00e7e\u015fehir \u00dcniversitesinde yar\u0131 zamanl\u0131 olarak \u00e7al\u0131\u015f\u0131yor ve Pazarlama, Tedarik Zinciri Y\u00f6netimi, M\u00fc\u015fteri \u0130li\u015fkileri Y\u00f6netimi, T\u00fcketici Davran\u0131\u015flar\u0131 ve Uluslararas\u0131 Pazarlama Y\u00f6netimi konular\u0131nda ders veriyor.<\/p>\n

Yurti\u00e7i ve d\u0131\u015f\u0131nda yay\u0131nlanan \u00e7ok say\u0131da bilimsel makaleye ek olarak 2018 y\u0131l\u0131nda \u201cCustomer Experience Management\u201d ve 2019 y\u0131l\u0131nda \u201cM\u00fc\u015fteri Deneyimi Y\u00f6netimi\u201d kitaplar\u0131n\u0131 ABD ve T\u00fcrkiye\u2019de yay\u0131nlad\u0131.<\/p>\n

2003 y\u0131l\u0131ndan itibaren T\u00fcrkiye \u0130\u015f Bankas\u0131, THY, Turkcell, EKU, Bosch \/Siemens \/Profilo, Eczac\u0131ba\u015f\u0131 Holding, Turkon, Pernod Ricard ve di\u011fer kurumlar i\u00e7in \u00e7ok say\u0131da e\u011fitim program\u0131 tasarlad\u0131 ve uygulad\u0131.<\/p>\n

Turkcell-Global Bilgi ve KuveytT\u00fcrk firmalar\u0131 i\u00e7in \u201cM\u00fc\u015fteri Deneyim Denetimi\u201d raporlar\u0131 haz\u0131rlayan Dr. Erdem, Haziran-A\u011fustos 2019 d\u00f6neminde Denizbank y\u00f6neticileri i\u00e7in geli\u015ftirilen \u201cM\u00fc\u015fteri Deneyimi Y\u00f6netimi\u201d e\u011fitimini Haziran – Temmuz 2019 d\u00f6neminde ger\u00e7ekle\u015ftirdi.<\/p>\n<\/div>\n\t\t<\/div><\/div>

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Detayl\u0131 Bilgiler<\/h1>\t\t\t\t\t
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E\u011fitmen<\/strong>
\nDo\u00e7.Dr. Can Erdem<\/p>\n

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Tarih | G\u00fcn<\/strong>
\n19,20 \u015eubat 2021 | Cuma, Cumartesi<\/p>\n

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Saat | S\u00fcre<\/strong>
\n10:00 – 16:00 | 2 G\u00fcn | 10 Saat<\/p>\n

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Online Platform<\/strong>
\nGoogle Meet<\/p>\n

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Kontenjan<\/strong>
\n20 Ki\u015fi<\/p>\n

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E\u011fitim Koordinat\u00f6r\u00fc<\/strong>
\nDoruk G\u00fclsever
\ndoruk@yuksekbilgili.com<\/a>
\n0549 575 06 51<\/p>\n<\/div>\n\t\t<\/div><\/div>

Bilgi Al<\/h3>\t\n\n\t\t\n\t\t
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