Challenged by growing competition, dwindling resources, and rising customer demands, forward-thinking companies are centering their business model on the customer rather than the commodity. But attaining true customer centricity requires a fundamental shift in thinking across the enterprise and a reorientation of the value proposition.
This program explores how to build a customer-centric organization by identifying actionable market segments, implementing segment-specific strategies, and expanding market share in India and beyond. By learning how to match your company's capacity, cost structure, and business conditions to the right customer at the right time, you will emerge with a blueprint for driving profitability and growth—even in turbulent times.
As part of Harvard's mission to build a truly global university, HBS has been cultivating stronger and deeper connections with India's business environment for more than a decade. Our engagement in this region, initiated with case studies focused on companies operating in India, has gradually expanded to include development initiatives for faculty in India, specialized education programs, analysis of local business challenges through the India Research Center, and a new state-of-the-art classroom at the Taj Lands End in Mumbai. Now, more than ever, HBS is committed to fostering a worldwide exchange of knowledge that will drive economic growth for years to come—in India and around the world.
Along with a select group of senior-level executives, you will interact with HBS faculty as you explore how to align an organization's processes, incentive and control systems, leadership and culture, and formal organizational structures to attain customer centricity. Case studies will feature real-world examples of customer relations management from the banking, hospitality, retail, transportation, technology, insurance, and medical device industries in India and across the globe. Designed for both individuals and cross-functional teams, this leadership development program provides you with the necessary tools and frameworks to implement change throughout your organization.
The HBS faculty has specifically developed the program curriculum for senior leaders who are responsible for complex and strategic decision making. You will 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 will spend much 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.
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.