1.1 Analyse the factors which influence the relationship organisations build with customers

1.2 Assess the key features of a customer focused culture

1.3 Examine the benefits and challenges of managing the customer experience

1.4 Examine the impact of organisational and legal frameworks on the management of the customer experience

2.1 Analyse the customer journey within the context of an organisation

2.2 Examine the role and responsibilities of stakeholders supporting the customer journey

3.1 Evaluate approaches to leading the delivery of the customer experience

3.2 Examine good practice in managing customer complaints

3.3 Analyse the use of technology in managing the customer experience

4.1 Evaluate methods used to monitor and measure the customer experience

4.2 Recommend approaches to improve the customer experience in the context of an organisation