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During the last several years, market leaders have realized that moving from product
centricity to customer centricity can create sustained value and a competitive advantage. To
get it right, you need a range of new business strategies, metrics and organizational
requirements.
The ´

 
   program focuses on its key principles and is designed to
expose participants to best practices that have evolved in this field and explore ways to
integrate this discipline in the organization.
Transiting from product centricity to customer centricity requires more than just rewriting a
vision statement. Getting it right requires you to focus on developing strong relationships
with the right customers instead of purely developing and marketing the right products.
At the ´

 
   workshop, executives will participate in interactive discussions
and lectures, and use case studies to learn practical tools that identify and improve
customer relationships for sustained value. The three-day program will allow the
participants to tackle topics such as investing in relationships, segmenting customers based
on profitability, customer-centric business metrics and designing effective loyalty programs.
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After attending this 3-day workshop, you should be able to :

† develop tactics on how to invest in relationships

† segment customers based on profitability and other criteria

† design customer-loyalty programs

† understand Customer-centric business metrics and application

within your organization.

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—xecutives with at least three years of professional experience in:

†General Management
†Product Management
†Marketing
†Sales
†Pricing
†Account Management
†Customer Relationship Management
†Customer service or other customer-interfacing roles.

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†´now how to invest in customer relationships that will drive shareholder value for the
organization
†Have acquired skill on practical methods for estimating the financial value of a
customer relationship
†´now how to segment customers based on profitability and tailor products and
services to these segments
†Have acquired knowledge on customer-centric business metrics, such as 



, , 
  
, and 
 
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, and their uses and misuses
†Have discovered how to design effective loyalty programs that will measurably
improve customer retention
†´now the principles of innovation and continuous learning, as well as the key
organizational building blocks to implement this discipline to drive customer loyalty
and growth.
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K. Customer-Centric Yusiness K. Developing Customer-

Metrics: loyalty programmes to
K. Customer Relationship - 

 enhance customer
Investments during 
    acquisition and retention.
—conomic Downturn.   

2. Case Studies on
2. —stimating financial value 2. Principles of Innovation Customer loyalty
of customer relationships. and Continuous Learning development
to effect on overall programmes and the
3. Case Studies on customer loyalty and effects on overall
Customer Relationship growth. shareholder value.
investments.
3. Case Studies on 3. Case studies on General
Customer-centric Yusiness Customer Service
Metrics. Strategies.
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