COURSE CATALOG

Welcome to the Mack Trucks Academy Course Catalog. Click on any functional area to explore complete course listings and session descriptions.

Functional Areas

The Mack Trucks Academy Development Guide provides direction to learning and development content across five core functional areas: Parts, Sales, Service, Technical, and Warranty. Find courses aligned with your role at a Mack dealership by clicking on the links below.

Sales501086: Mack Sales: Introduction to Customer Experience Management (CEM)

Mack Sales: Introduction to Customer Experience Management (CEM)

Customer Experience Management (CEM) is the process of managing and improving all interactions a customer has with your dealership, with the goal of improving customer satisfaction and loyalty.

Upon completion of this course you will be able to:

Explain how CEM helps improve customer satisfaction
Explain how Qualtrics is used to collect customer feedback
List the key drivers of CEM

Training type: eLearning

Your ability to view this course in Navigator is determined by prerequisite completion or curriculum availability. Visit Navigator for more information.

Open in Navigator

Questions?

Reach out to the Mack Trucks Academy team at academy-help@macktrucks.com to learn more about scheduling training. You can also check out the Development Plans to find specific certification level requirements.