Customer Centricity and Value Creation

Indian School of Business (ISB)

Indian School of Business (ISB)


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Who should attend

CMOs, senior business leaders and division heads from diverse functional backgrounds (Finance, Accounting, Operations and Human Resources) who want to hone their skills in customer centricity and gain a better understanding of the interface between marketing strategy and business analytics will gain from attending this programme.

About the course

‘Change is the only constant’ is an old business maxim. The profound meaning of this statement is now being felt far more seriously by every organisation as we transition to the ‘new normal’. The velocity of change is so deep and rapid that organisations are looking at disruptions with different meaning. Organisations are seeking approaches to adapt themselves to transform and prepare for a new decade of customer centric value creation.

Customer engagement and building customer trust have to take centre stage for organisations to create value. Businesses can achieve superior performance through customer-focused productive and sustained growth with deep consumer insights. This programme will help participants understand and appreciate a systematic approach to understanding customer centric strategy and customer focus to drive value creation and powering growth.

This programme will challenge you to understand how you can unlock extraordinary value for your business. It will show you how you can shift organisational behaviour from resource allocation centric to concentrating maximum effort on your customers.

How does this Live Virtual programme help?

Executive education redesigned for a radically different world. This programme blends the discipline of the on-campus experience that ISB is renowned for with our global faculty and advanced curriculum. You will gain immediately applicable advanced skills, relevant for the uncertain times we live in.

LIVE Virtual Classrooms

Experience a new way of immersive learning through group discussions, case reviews, peer networking and engaging dialogues. Certificate Gain an official certificate of completion, awarded by the Centre for Executive Education at ISB, a prestigious B-School ranked among the best in the world.

Research-Based Teaching

Learn at India’s most researchproductive B-School. Gain from the advanced, up-to-date research being conducted by world-class faculty at ISB.

Alumni network

Expand your network with ISB’s 40,000+ high-performing alumni community. Join this group of senior executives and entrepreneurs spread across the entire world.


Learn how to deliver added value to all partners and stakeholders while you juggle the new work-life balance from the safety of your home.

Real-world application

Learn real-world skills that you can immediately apply to initiate transformation at your organisation, giving it a distinct advantage over competitors.


  • Enhance your understanding of customer centric approaches to value creation
  • Turn the concept of resource centricity on its head
  • Learn data-driven decision making in the broader area of marketing
  • Get exposed to select tools and techniques for analytical decision making
  • Learn the deeper meaning of customer centricity, not just the philosophy of it, but also how it translates to value creation
  • Build leadership capabilities to manage the discovery process as well as the execution process in customer-driven marketing process

Programme Structure

  • Reflections on Markets and Marketing
  • Customer Value
  • Customer Centricity
  • Customer Centric Marketing Strategy
  • Total Customer Focus
  • Choosing Customers and Markets
  • Creating Momentum for Value Creation
  • Value Creation and Powering Growth


Nirmal Gupta

Nirmal Gupta’s knowledge on the Indian marketing scene just bowls you over. He is a prof who can very unassumingly engage you in a class discussion when he goes about substantiating his arguments with data about the Indian advertising and Marketing scene. We at Great Lakes, were just listening in...

Videos and materials

Customer Centricity and Value Creation at Indian School of Business (ISB)

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Coursalytics is an independent platform to find, compare, and book executive courses. Coursalytics is not endorsed by, sponsored by, or otherwise affiliated with any business school or university.

Full disclaimer.

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Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.

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