Comprehensive course analysis
Who should attend
You are a manager with at least 10 years of experience, looking to steer your organizations towards improved customer-centricity as a means to deliver better growth outcomes. You have leadership responsibility, and experience in a market-facing function with external customers.
About the course
- Gain a deep understanding of the three different facets of customer-centricity
- Get strategic frameworks and practical tools to improve on each dimension
- Develop the specific leadership behaviors for effective customer-centricity across your organization
- Discover how to use digital transformation to redesign the experience
- Understand how to integrate all three dimensions: strategic marketing, digital transformation and leadership
Aligning the dimensions of customer-centricity for growth
Would your customers say that you are truly customer-centric? Much like solving a Rubik’s Cube® *, the key to genuine customer centricity is aligning multiple business dimensions.
In today’s hyper competitive environment, customer-centricity has become a must-have to survive and thrive. And yet, the vast majority of firms fall short of consistently meeting their customers’ expectations.
Effective customer-centricity relies upon the seamless interplay and alignment of cross-functional business dimensions – the Rubik’s Cube of customer-centricity: strategic marketing, digital transformation, and leadership.
In this program you will learn how the different pieces connect, how to achieve alignment across these key dimensions, and how to pragmatically deliver true customer-centricity to set your business apart.
Your personalized learning journey
Leading Customer Centric Strategies is a fully liVe virtual program, offering you IMD’s latest, interactive learning experience, accessible from anywhere in the world.
Three-stage program to increase your firm’s customer-centricity over 9 weeks:
Tailored Onboarding: Over the first 3 weeks, while at work, you will take a deep dive into your organization and assess the maturity of your firm’s customer-centricity. With our help, you will then formulate an individualized “customer-centricity challenge”.
Immersive Learning: Using the latest interactive and immersive learning technologies, the program delivers 24 hours of Virtual liVe learning over the course of 3 weeks. You will understand the crucial linkages between each dimension of customer-centricity, digitization, and leadership.
Transformative Landing: We ensure the program translates into impact and results once you are back full-time at work. You will practice these learned principles, and apply them directly to your business, supported by coaching and group debriefing. Depending on your challenge you will end the program either with a specific change to implement, an experiment to set-up or a convincing proposal.
Frédéric Dalsace holds an M.Sc. degree from HEC and an MBA with honors from the Harvard Business School and both an M.Sc. and a Ph.D. in Management from INSEAD. He teaches New Product Development and B2B Marketing. Most of his research concentrates on inter-organizational (B2B) issues such as ou...
Didier Bonnet is Affiliate Professor of Strategy and Digital Transformation at IMD. Professor Bonnet areas of expertise cover digital economics, digital strategy, innovation and the process of large-scale digital transformation for global corporations. He is also a strategy consultant and EVP wit...
Katharina joined IMD as Affiliate Professor of Leadership in September 2019. She has taught executives globally, specializing in self-leadership and cross-cultural team leadership in times of Change. Before joining IMD, Katharina led the Office of Executive Development at Singapore Management Un...
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Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.
We are happy to help you find a suitable online alternative.