This module is organized into three main sections covering different topics and using many examples from diverse industries to illustrate successes. In addition, a Supplemental Reading examines the dynamic between customer centricity and innovation and provides a contrarian view of the topic. Due to technological advances, companies are giving customers a stronger voice in both the Business-to-Business (B2B) and Business-to-Consumer (B2C) sectors, as the world is experiencing a fundamental shift in marketing. Customer Centricity is synonymous with a proactive business strategy where companies are shifting from a previous focus on product to Customer centricity. Powered by Harvard Business Education material, this course focuses on the three main vectors:
- knowledge management system (understanding the customer);
- development of strategic competence as a learning organization (building a customer-centric culture), and
- foundation for corporate strategy development and execution (serving the customer).
This module also contains two videos on customer centricity: one asserts that humility and curiosity are the only way to gain a deep understanding of a marketplace and its customers, and one on how Trader Joe’s focuses on maximizing the customer experience.
Learning Objectives
By the end of this module, you can:
- Explain the overall value of creating a truly customer-centric organization
- Describe how organizations have benefited from assessing customer needs and values, measuring customer satisfaction and gathering feedback
- Explore how new and established organizations can build customer-centric cultures
- Show how companies can benefit from developing a value proposition and competitive positioning based on customer needs.
Delivery Method
Online
Credential
Certificate of Compeltion
Number of Credits
1
Duration
The module will be available for 120 days.
