Volvo Principles of Customer Experience Management (CEM) for Sales Managers

At the end of this program, you will

• understand how customer experience relates to the way customers perceive your business 
• understand the direct impact that perception has on your dealership
• be able to explain how CEM helps improve customer satisfaction
• be able to explain how Qualtrics is used to collect customer feedback
• be able to list the key drivers of CEM
• understand how to navigate to your assigned tickets in Qualtrics
• understand how to update and close tickets once they are resolved
• understand how to navigate the Sales and Delivery dashboard to view your dealership's summarized data
• understand how to improve the volume and quality of your survey responses using Qualtrics
• be able to offers ideas for putting those responses to use for continuous improvement