Advanced Data Analytics: Making Better Customer Decisions Using Analytics (Competency Development)

Understand customer analytical tools in today’s competitive climate in customer acquisition and retention. 


With the availability of data and the advances in analytical knowledge, these failures can be mitigated significantly.

The overall objective of this three-day workshop is to equip participants with the competency to undertake customer analytics. Participants will also be exposed to important analytical tools and customer related concepts such as customer lifetime value and NPS economics.


  • Tracking useful customer metrics
  • Benchmarking against competitors
  • Developing customer driven KPIs
  • Effective targeting of customers segments
  • Improving value to customers
  • Improving customer service and experience
  • Setting correct prices for products and services
  • Estimating return on investment of customer related initiatives
  • Linking the choice of service staff to customer related outcomes


  • Customer data benchmarking
  • Service quality analytics
  • Customer experience analytics
  • Product and service value analytics
  • Value enhancement analytics
  • Pricing analytics
  • Customer segment analytics
  • Customer outcome analytics



This is a competency development workshop leading to the award of the Certificate of Proficiency in Customer Analytics.

Participants are required to take an assessment at the end of the three-day workshop using the provided Microsoft Excel, SPSS, and PERMAP software. Participants must obtain a “Pass” in the assessment for the Certificate of Proficiency to be issued.

Participants should have a fair degree of numerical literacy. They will acquire a working knowledge of SPSS and PERMAP through the programme.



3 days, 9am - 5.30pm


Singapore Management University


Managers in the fields of customer experience, quality assurance, frontline operations, customer analytics and insights, and all service professionals who would like to develop and strengthen their analytics skills.


Ms Karen Chew
Phone: +65 6828 0111


11 - 13 Mar 2019

Register Here

26 - 28 Jun 2019

Register Here


Dr Raymond Teo

Dr Raymond Teo
Adjunct Faculty of Marketing
Lee Kong Chian School of Business
Singapore Management University

Dr. Raymond Teo is a thought-leader in the field of customer experience and data analytics. He has been the anchor of SMU’s customer relationship management and data-driven insights programmes for both undergraduate and postgraduate levels for a decade. He is highly sought after as a speaker by international conference organisers in these specialised fields. He regularly contributes to the Singapore Business Review. He is very active in the field of customer experience, having authored articles for the Singapore Business Review that includes ‘How firms compete on customer experience in Singapore’.

Dr. Teo obtained his Ph.D. from the University of Western Australia, Master of Business Administration degree from the University of Strathclyde and Bachelor degree from the National University of Singapore. Dr. Teo is an adjunct faculty of the Singapore Management University (SMU), offering customer relationship management and marketing related programmes at undergraduate and postgraduate levels.


Full Fee (Course Code in SkillsConnect: CRS-N-0046641)
SGD 3,424 (including 7% GST) per person
For Singapore Citizens / Permanent Residents
Fee payable after 70% WSG Grant*: 
SGD 1,027.20 (incl. GST) per person
For Singapore Citizens over 40 years old
Fee payable after 70% WSG Grant & SkillsFuture Mid-Career Enhanced Subsidy
SGD 387.20 (incl. GST) per person
For SMEs* sponsoring their employees who are Singapore Citizens / Permanent Residents
Fee payable after 70% WSG Grant & Enhanced Training Support for SMEs
SGD 387.20 (incl. GST) per person

*WSG funding is available to Singapore Citizen (SCs) and Singapore Permanent Resident (PRs), terms and conditions apply.

This programme has been approved for the Absentee Payroll Funding. The Human Resource department of individual participant will be required to process the Absentee Payroll and any additional funding that the participant is eligible for, no later than 30 days after programme commencement.

All workshops are subject to confirmation. ISE ​will ​send ​you ​a ​Confirmation ​email ​2 ​weeks ​before ​the ​course ​commencement ​date ​or ​when ​the ​minimum ​number ​is ​met, ​whichever ​is ​earlier. Upon confirmation of the workshop, a Tax Invoice will be sent via email to you.

ISE members will incur six (6) training credits per SC/PR staff for this workshop. For more information, please contact Karen at 6828 0111.

ISE reserves the rights to amend information including price, date, location, faculty, daily schedule and other details.