Customer-Centric Strategies for Profitable Growth
During the last several years, market leaders have realized that moving from product centricity to customer centricity can create sustained value and a competitive advantage. To get it right, you need a range of new business strategies, metrics, and organizational requirements.
The Customer-Centric Strategies for Profitable Growth program focuses on the key principles of customer centricity, exposes you to best practices that have evolved in this field, and helps you explore ways to integrate this discipline within your organization.
Columbia University Campus, New York City
Includes materials and some meals.
Transitioning from product centricity to customer centricity requires more than just rewriting a vision statement. Getting it right requires you to focus on developing strong relationships with the right customers instead of purely developing and marketing the right products.
During Customer-Centric Strategies, executives participate in interactive discussions and lectures, and use case studies to learn practical tools that identify and improve customer relationships for sustained value. The three-day program allows participants to tackle topics such as investing in relationships, segmenting customers based on profitability, customer-centric business metrics, and designing effective loyalty programs.
Executives with at least five years of professional experience engaged in general management, product management, marketing, sales, pricing, account management, CRM, customer service, or other customer-interfacing roles.
Alumni and up to four of their colleagues are eligible for a 25 percent tuition benefit for programs lasting up to seven days.
In Customer-Centric Strategies you learn the strategies you need to acquire, develop, and retain your customers.
"This program examines how a company can grow organically through building long-lasting relationships with its customers. As you progress in the program, you will start to grasp the concepts, strategies, metrics, and organizational capabilities that are needed to successfully grow through customer centricity."
–Kamel Jedidi, faculty director
Summary of benefits
- Learn how investing in customer relationships will drive shareholder value for your organization
- Gain practical methods for estimating the financial value of a customer relationship
- Learn how to segment customers based on profitability and tailor your products and services to these segments
- Obtain customer-centric business metrics, such as share-of-wallet, churn, silent migration, and cost-per-acquisition, and their uses and misuses
- Discover how you can design effective loyalty programs that will measurably improve customer retention
- Study the five principles of innovation and continuous learning, and the key organizational building blocks to implement this discipline to drive customer loyalty and growth
Upon completion of this program, you will earn 3 days towards a Certificate in Business Excellence.