Leveraging customer centricity for business excellence

In today’s dynamic and competitive marketplace, organisations realise that their most critical differentiator lies in how effectively they understand, serve, and delight their customers. When products and technologies can be replicated, creating lasting value through personalised experiences, meaningful relationships, and integrated strategies sets organisations apart. This programme equips leaders with tools, mindsets, and frameworks to foster a customer-first culture and align their organisation around customer needs, ensuring long-term growth and profitability.

• Analyse the role of customer centricity in fostering competitive advantage, driving innovation and supporting sustainable growth.
• Use advanced tools and frameworks to map customer needs, preferences and pain points, translating them into actionable insights.
• Craft customer-focused value propositions that resonate with diverse segments.
• Foster a customer-first culture by aligning teams, processes, and business strategies with customer aspirations and priorities.
• Identify and apply key metrics to evaluate customer-centric initiatives and build long-term customer relationships.

Case discussions, experiential exercises, and discussions.

• Customer insight and tools to discover customer insights
• Empathy maps and POV statements
• Customer experience management and customer journeys
• Measuring the CX efforts of the organisations
• Customer engagement and drivers of customer engagement
• Enhancing customer lifetime value

Certificate of participation

A certificate of successful participation by S.P. Jain Institute of Management and Research (SPJIMR) will be issued to each delegate at the completion of the programme.