What You Can Expect
This intensive, highly focused program presents the vision, strategy, and leadership imperatives for building and leading a customer-focused organization. By exploring such topics as what defines a customer-centric organization; how customer centricity varies in business-to-business versus business-to-consumer companies; strategies for preventing commoditization; leveraging IT systems for competitive advantage; and leading a customer-centric organization, you will gain critical insights into the steps required to align your organization around your customers' needs. As a result, you will return to your organization better prepared to:
- Develop a comprehensive blueprint for a customer-driven organization
- Foster a culture of customer centricity within your organization
- Leverage employees, control systems, and operating strategies
- Disseminate and utilize customer information effectively
- Bust traditional product/service or functional silos by nurturing collaborative initiatives
- Effectively lead your organization through the change process required to attain customer centricity
How Will My Organization Benefit?
Executive Education programs at Harvard Business School are a significant investment for both you and your organization. Going far beyond the basic transmission of skills and theories, each leadership development program provides applicable lessons in the classroom that can be implemented successfully within your organization. You will acquire a fresh perspective on global business from our groundbreaking curriculum, world-renowned faculty, and an accomplished group of elite peers from around the world.
"I wanted to better understand the leader's role in driving customer focus. This program helped me look at my organization and my leadership through a different lens. Mayo Clinic is a special place today, but clearly we need to improve systems and processes to take full advantage of our outstanding people and culture. The faculty are excellent communicators who share their wisdom and perspective with sincerity and passion. All in all, it was an outstanding experience."
Sreenivas Koka [Department Chair], Mayo Clinic, U.S.