As India's improving business environment attracts new competitors, companies that can shift their focus from commodity to customer will have the strategic advantage. In 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 develop new ability to identify opportunities and drive profitability and growth for your company.

What You Can Expect

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.

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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.

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Your Course of Study

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.

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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.

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Who Is Right for the Program

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.

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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.

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Harvard Business School in India

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.

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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.

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Faculty

Every Harvard Business School Executive Education program is developed and taught by HBS faculty who are widely recognized as skilled educators, groundbreaking researchers, and award-winning authors. Through publishing, consulting, and teaching, HBS faculty leverage their business expertise and field-based research to develop enduring concepts that shape the practice of management. The result is an Executive Education teaching team whose groundbreaking insights challenge participants' thinking and enable them to become superior business leaders.

Faculty Cochair
Jaime and Josefina Chua Tiampo Professor of Business Administration. Head of the Organizational Behavior Unit; and faculty chair of the "Advanced Management Program"; and faculty cochair of "Leading Growth Through Customer Centricity—India." Read Full Bio
Faculty Cochair
Stanley Roth, Sr. Professor of Retailing. Member of the Marketing Unit; and faculty cochair of "Leading Growth Through Customer Centricity—India." Read Full Bio

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Every Harvard Business School Executive Education program is developed and taught by HBS faculty who are widely recognized as skilled educators, groundbreaking researchers, and award-winning authors. Through publishing, consulting, and teaching, HBS faculty leverage their business expertise and field-based research to develop enduring concepts that shape the practice of management. The result is an Executive Education teaching team whose groundbreaking insights challenge participants' thinking and enable them to become superior business leaders.

Ranjay Gulati

Faculty Cochair
Jaime and Josefina Chua Tiampo Professor of Business Administration. Head of the Organizational Behavior Unit; and faculty chair of the "Advanced Management Program"; and faculty cochair of "Leading Growth Through Customer Centricity—India."

Rajiv Lal

Faculty Cochair
Stanley Roth, Sr. Professor of Retailing. Member of the Marketing Unit; and faculty cochair of "Leading Growth Through Customer Centricity—India."

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Admissions

Please submit your application at least four weeks before the program start date. Since qualified candidates are admitted on a rolling, space-available basis, early application is encouraged. Admission is selective and based on professional achievement and organizational responsibility. Although there are no formal educational requirements, proficiency in written and spoken English is essential. Because Executive Education programs enhance the leadership capacity of the participants as well as their organizations, HBS expects the full commitment of both. While participants are attending a program, sponsoring organizations agree to relieve them of their work responsibilities so that they can fully focus on the learning experience.

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Please submit your application at least four weeks before the program start date. Since qualified candidates are admitted on a rolling, space-available basis, early application is encouraged. Admission is selective and based on professional achievement and organizational responsibility. Although there are no formal educational requirements, proficiency in written and spoken English is essential. Because Executive Education programs enhance the leadership capacity of the participants as well as their organizations, HBS expects the full commitment of both. While participants are attending a program, sponsoring organizations agree to relieve them of their work responsibilities so that they can fully focus on the learning experience.

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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.

Related Resource

Download the flyer that provides at-a-glance information for all programs based in India.

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