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MDP Programme Index Back

Customer Centricity & Building Customer Focussed Organization

https://www.xlri.ac.in/academic-programmes/corporate-programmes/programme-index-... 8/2/2019
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21 Oct 2019 - 23 Oct 2019
MDP Number : 33
Area : Marketing
Venue : XLRI Jamshedpur
Programme Directors : Narasimhan Rajkumar, Sanjeev Varshney
Introduction and Objective :
Methodology :
Expected Participant :
https://www.xlri.ac.in/academic-programmes/corporate-programmes/programme-index-... 8/2/2019
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Customer Centricity has been a felt need of organization across
industrial segments and even in government organizations in recent
times. Organizations have understood that to be sustainable it is
important to have a satisfied customer but that may not be enough in
changing times and there is a felt need to have a Happy Customer.
To make a customer happy it is important to develop long term
relationship with the customer for which one needs to create exemplary
customer experience. And in order to create exemplary customer
experience one need to understand customer needs, expectations,
pains points and emotions at various stages of decision making. This
program aims to help participants to understand all this and will enable
them to understand the overall need for customer centric organization
along with systems, processes and technology needed to develop a
customer centric organization. Aim is to help participants work towards
creating a customer cantered organization.
The programme will be delivered with a combination of lectures, case
discussions, experiential exercises and interactive video. A fair amount
of team work will be expected of the participants. Some of the hands on
exercises:
Customer Laddering
Customer Value Mapping
Customer Journey Mapping
Customer Life Time Value
Participants from Government organisations, Banking sector and all
other industrial sectors. Both Marketing and Non-marketing Programme
Contents. The programme aims to cover following topics to develop a
customer centric organization:
Understanding Customer Value and Product Service Offering:
Customer Laddering
Understanding Customer Decision making process: Customer Journey
Mapping
Understanding Customer Emotions: Customer pain points and Brand
Contact points
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Customer Life Time Value: Building Long Term Relationships

Customer Centricity: Developing Customer Centric Organization

Internal Marketing

Creating Customer Experience: Customer Satisfaction, NPS and

Customer Happiness

Developing Systems, Processes and Technology for Customer Centric

Organizations

Programme Directors : Prof. N Rajkumar and Prof. Sanjeev Varshney

Duration : October 21 - 23, 2019

Venue : XLRI Jamshedpur

Fee (per participant) : Non Residential

Rs. 27,000/-
Service Tax extra, as applicable

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https://www.xlri.ac.in/academic-programmes/corporate-programmes/programme-index-... 8/2/2019