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Customer Centricity & Building Customer-Focused Organization

Customer Centricity & Building Customer-Focussed Organization

A uniquely designed residential programme offered to the working executives across India.

Session starts from 30th Jan 2023

Session ends on 30th Feb 2023

About the Programme



    ABOUT THE PROGRAMME

    Customer Centricity & Building Customer-Focused Organization

    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.

    COURSE DETAILS

    Get to know what the programme is all about

    METHODOLOGY

    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:

    1. Customer Laddering
    2. Customer Value Mapping
    3. Customer Journey Mapping
    4. Customer Life Time Value

    EXPECTED PARTICIPANT

    Participants from government organizations, banking sector and all other industrial sectors

    PROGRAMME CONTENTS

    1. Understanding Customer Value and Product Service Offering: Customer Laddering
    2. Understanding Customer Decision making process: Customer Journey Mapping
    3. Understanding Customer Emotions: Customer pain points and Brand Contact points
    4. Customer Life Time Value: Building Long Term Relationships
    5. Customer Centricity: Developing Customer Centric Organization
    6. Internal Marketing
    7. Creating Customer Experience: Customer Satisfaction, NPS and Customer Happiness
    8. Developing Systems, Processes and Technology for Customer Centric Organizations

    DURATION

    30th Jan 23 - 1st Feb 23

    PROGRAM CHARGES

    Get your total course expenditure

    PROGRAM FEES AND OTHER EXPENSES

    • The fee for the programme will be 36,000 plus GST
    • This will include tuition fees and other infrastructure necessitiies as required for an effective academic programee
    • Travel, Boarding and other expense in case of Residential nomination Charges for the single occupancy will be Rs.4000+GST / per day / per candidate
    • Twin sharing will be Rs. 2400/-+GST per day / per participant including all meals over and above the non residential program fee

    PROGRAMME DIRECTORS

    Before registering get to know a bit about your directors

    Group 1

    N Raj Kumar

    BE, PGDM (XIMB), Ph.D.

    Marketing

    He is the Associate Professor in XLRI, Jamshedpur. He was the Marketing Manager for Paradeep Phosphates Ltd.

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    Group 2

    Prof. Sanjeev Varshney

    MBA, FPM (MDI, Gurgaon)

    Marketing

    He is Working as Associate Professor of Marketing at XLRI Jamshedpur since January 2011 till date

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    PROGRAM CONTACT DETAILS

    For program related queries, contact

    Management Development Programme