Establishing a strategic advantage amid India's uncertain economy requires a systemic shift from the commodity to the customer. With this wide-ranging program, you'll explore how to build a customer-centric organization by recognizing actionable market segments, implementing segment-specific strategies, and expanding market share. By learning how to match your company's capacity, cost structure, and business conditions to the right customer at the right time, you'll emerge with a blueprint for identifying opportunities and driving profitability and growth—even in turbulent times.
Alongside a select group of senior-level executives, you'll interact with HBS faculty as you explore how to align your organization's processes, incentive and control systems, leadership and culture, and formal organizational structures to attain customer centricity. With Leading Growth Through Customer Centricity – India, you'll analyze case studies featuring real-world examples of customer relations management from the banking, hospitality, retail, transportation, technology, insurance, and medical device industries.
The HBS faculty has developed the program curriculum specifically for senior leaders who are responsible for complex and strategic decision making. In this program, you'll address three critical and interrelated areas: why customer centricity is vital, what it takes to configure the ecosystem of a customer-centric organization, and how to manage the process of change to deliver on the promise of customer centricity.
Designed for senior executives of large established business-to-business or business-to-consumer companies, this program is most beneficial for individuals who have the authority to initiate change across the organization. During the program, you'll spend the majority of your time developing strategies that address your company's specific challenges around customer centricity. With that in mind, we invite both individuals and cross-functional teams from operating companies to apply.
As part of Harvard's mission to build a truly global university, HBS has been cultivating stronger and deeper connections with India's business community for more than a decade. We began by conducting case studies on companies operating in India. Over time, our commitment has expanded to include development initiatives for faculty in India, specialized education programs, analysis of local business challenges through the India Research Center, and a state-of-the-art classroom at the Taj Lands End in Mumbai. HBS is dedicated to fostering a worldwide exchange of knowledge that will drive economic growth in India and around the world.
Programs, dates, fees, and faculty are subject to change.
In accordance with Harvard University policy, Harvard Business School does not discriminate against any person on the basis of race, color, sex or sexual orientation, gender identity, religion, age, national or ethnic origin, political beliefs, veteran status, or disability in admission to, access to, treatment in, or employment in its programs and activities.