Course Title: Customer Solutions and Value Analytics

Part A: Course Overview

Course Title: Customer Solutions and Value Analytics

Credit Points: 12.00

Flexible Terms

Course Code

Campus

Career

School

Learning Mode

Teaching Period(s)

MKTG1464

City Campus

Postgraduate

660H Graduate School of Business and Law

Internet

JanJun2020 (All)

MKTG1464

City Campus

Postgraduate

660H Graduate School of Business and Law

Internet

JulDec2020 (All)

MKTG1464

City Campus

Postgraduate

660H Graduate School of Business and Law

Internet

JanJun2021 (All)

MKTG1464

City Campus

Postgraduate

660H Graduate School of Business and Law

Internet

JanJun2022 (All)

MKTG1464

City Campus

Postgraduate

660H Graduate School of Business and Law

Internet

JulDec2022 (All)

MKTG1464

City Campus

Postgraduate

660H Graduate School of Business and Law

Internet

JanJun2023 (All)

MKTG1464

City Campus

Postgraduate

660H Graduate School of Business and Law

Internet

JulDec2023 (All)

MKTG1464

City Campus

Postgraduate

660H Graduate School of Business and Law

Internet

JanJun2024 (All)

Course Coordinator: Chris Hope

Course Coordinator Phone: +61 3

Course Coordinator Email: chris.hope@rmit.edu.au

Course Coordinator Location: Building 13

Course Coordinator Availability: via email


Pre-requisite Courses and Assumed Knowledge and Capabilities

None 


Course Description

This course equips you with the domain knowledge and skills required to identify and implement customer value solutions, and continually assess evolving customer needs through data analytics and insights gathering. You will map the entire customer lifecycle, from engagement through to subscription renewal, recognising the evolving needs of the customer at each stage and identifying solutions opportunities. An understanding of the core capabilities (people, process and technologies) that underpin successful solutions delivery will be taught. You will learn how to utilise data to measure key customer performance indicators such as Customer Lifetime Value and Net Promoter Score, and how to identify trends and draw insights from analysis to help grow sustainable value. Key theories and frameworks underpinning this course include customer segmentation, value pool analysis, customer loyalty, data-driven decision making, and business operating models.


Objectives/Learning Outcomes/Capability Development


On successful completion of this course you will be able to:

CLO1 Generate and compare current and desired customer lifecycles to identify customer value opportunities aligned to client business goals.

CLO2 Design and employ innovative customer solutions by evaluating the role of technology and platforms appropriate for an organisation’s context and evolving needs.

CLO3 Formulate and communicate recommendations to grow customer value by critically analysing key customer performance metrics and synthesising insights.


Overview of Learning Activities

This course uses highly structured learning activities to guide your learning process and prepare you for your assessments. The activities are a combination of individual, peer-supported and facilitator-guided activities, and where possible project-led, with opportunities for feedback throughout. 

Authentic and industry-relevant learning is critical to this course and you will be encouraged to critically compare and contrast what is happening in your context and in industry, and to use your insights. 

Social learning is another important component and you are expected to participate in class and group activities, share drafts of work and resources and give and receive peer feedback. You will be expected to work efficiently and effectively with others to achieve outcomes greater than those that you might have achieved alone. 

The learning activities enable you to understand course learning resources and apply that learning to improve your own practice, for example by producing real-world artefacts and engaging in scenarios and case studies.

This course will be delivered online via RMIT Online (in-house).


Overview of Learning Resources

Each learning activity contains the core resources, such as videos, podcasts, readings, templates, articles, industry tools and/or communities that you need to complete that activity, or links to those resources. 

Additional learning resources designed into the course, will be clearly marked as supplemental. If your course teaching team finds additional resources during course delivery which they think can support or be of interest to the class cohort, these will be made available as required during the teaching period. 

In your class environment, besides your learning activities you will also find 

  • All assessment briefs 
  • A course information page with a study schedule, 
  • Various communication tools to facilitate collaboration with your peers and facilitators, and to share information 

Resources are also available online through RMIT Library databases and other facilities. Visit the RMIT library website for further details. Assistance is available online via our chat and email services, face to face at our campus libraries or via the telephone on (03) 9925 2020.


Overview of Assessment

The assessment tasks, their weighting and the course learning outcomes to which they are aligned are as follows:

Assessment Task 1: 30%
Linked CLOs: 1, 3

Assessment Task 2: 30%
Linked CLOs: 1

Assessment Task 3: 40%
Linked CLOs: 1, 2, 3

Feedback will be provided throughout the semester in class and/or in online forums through individual and group feedback on practical exercises and by individual consultation.