CIM Level 4 – Customer Experience Module

This is part of the CIM Certificate in Professional Marketing – Level 4 qualification.

All CIM modules can be studied as stand-alone as bite-size awards or combined to attain the full qualification. You can study the modules in any order if you are going for the full qualification. Level 4 is equivalent to a Foundation Degree.

Module: Customer Experience
Awarding body: Chartered Institute of Marketing
Duration: 10 weeks
Assessment: Work based assignment

The module shows how a deeper knowledge of customer requirements within different contexts allows organisations to enhance the customer experience. It provides the skills and understanding to assess customer expectations in context and to develop and deliver activities that meet those expectations. It introduces customer experience frameworks and highlights how to establish effective monitoring and measurement techniques that ultimately enable organisations to improve customer experience.

Topics Covered:

• Different contexts across which marketers operate
• The importance of customer expectations
• Different dimensions of customer experience
• Activities that enhance customer experience
• Monitoring and measuring customer experience in context
• Using metrics to improve future customer experience