Transforming Customer Experiences

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Build Profitable Customer Relationships

Transforming Customer Experiences

Date

TBD
Duration

3 Days
Fee

INR 1,30,000 + taxes
Format

On-Campus (Hyderabad)
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Overview

Overview
Curriculum
Faculty
Executive Benefits
Participant Stories

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Overview

Meeting customer demands is vital; failing to do so can lead to losses due to switching behaviour. Customer acquisition costs are rising, emphasising the importance of retention for scaling and profitability.

The Transforming Customer Experiences programme aims to enhance your offerings, helping you create a unified, compelling customer experience, which, in turn, boosts customer loyalty, resulting in a substantial increase in customer lifetime value and overall profitability.

The Programme Will Help You

Develop a strategic approach to acquiring and retaining your customers to improve profitability
Build a customer-centric organisation
Differentiate your customer service models
Go beyond surface-level customer friendliness and understand your customer’s real needs, improving customer stickiness
Create and design customer-oriented value propositions
Understand the trade-offs in designing your customer experiences
Be nimble in your approach to overcome market competition and disruptive strategies, to increase sales at a lower cost of acquisition
Leverage technology to improve customer service
Identify areas of improving service frameworks and manage relationships across the customer life cycle

Is This Programme For You?

This programme is best suited for:

Senior executives from the marketing, operations, product and customer servicing functions

Presidents and vice-presidents of smaller customer-oriented firms

Mid–level and senior managers who are
- Tasked with growth as a part of their business strategies
- Building or looking to improve their skills related to developing contemporary brands, managing, and growing existing brands, and/or revitalising fading brands
- From marketing and sales functions who want to sharpen their brand agenda
- From service-oriented industries who are looking to improve customer service scores and improve NPS
- Playing a key role in crafting customer growth strategies
Senior executives from strategy, HR and technology teams who wish to gain a deeper understanding of customer-centricity and the impact on profitability

Admission Criteria and Selection

This programme does not have any formal education requirements. However, we admit candidates based on their professional experience and organisational responsibilities. We encourage you to apply as early as possible to secure your seat in the programme.

Programme Curriculum

Engage in case studies, exercises, and simulations relevant to managing developed and developing markets across sectors.

The programme includes cases, lectures, and frameworks to allow participants to apply their learnings in a real-time, competitive situation.

Module 1: Market Disruption and Customer Centricity

Introduction to customer-centric marketing process: Design thinking approach
Understanding customer needs and behaviour
Identifying the right customers to target
Marketing research for customer-centricity
Growth hacking

Module 2: Creating Value for The Customer

Understanding and leveraging customer journeys
Creating superior value for targeted customers
Ethical issues
Comprehensive case discussion

Module 3: Positioning Your Product or Service

How to plan and achieve the desired position for your product or service
Perception management in the digital world

Module 4: Developing Customer-Centric Offerings

Learning and applying conjoint analysis to develop customer-centric offerings
Analysing consumer preferences

Module 5: Managing Customers Profitably

Managing customer relationships across the customer life cycle
Customer acquisition and customer retention
Examining customer relationship health: Metric of Customer Lifetime Value (CLV)

Faculty

Harish Bijoor

Visiting Faculty, ISB

ISB Certificate

After successful completion of this programme, you will be awarded an ISB Executive Education Certificate, formal recognition of your professional development.

ISB Executive Network

On successful completion of this programme, you will be a part of the ISB Executive Network, a vast community of senior executives and entrepreneurs across the globe.

The benefits of the ISB Executive Network include:

Access to ISB Executive Network LinkedIn Group
Access to support e-mail ID
10% discount on open executive education programmes
Newsletters

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Participant Stories

Outside-In Approach to Customer Experince

Create and design customer-oriented value propositions

Gaurav Pokharna

Key Account Lead, IQVIA

Improved Customer Lifetime Value

The success of organisations is intricately tied to customer loyalty

Parija Parikh

Consultant, IQVIA

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Executive Education

Build Profitable Customer Relationships

Transforming Customer Experiences

Transforming Customer Experiences

Overview

The Programme Will Help You

Is This Programme For You?

Admission Criteria and Selection

Programme Curriculum

Module 1: Market Disruption and Customer Centricity

Module 2: Creating Value for The Customer

Module 3: Positioning Your Product or Service

Module 4: Developing Customer-Centric Offerings

Module 5: Managing Customers Profitably

Faculty

Harish Bijoor

ISB Certificate

ISB Executive Network

Participant Stories

Outside-In Approach to Customer Experince

Gaurav Pokharna

Improved Customer Lifetime Value

Parija Parikh

Download Brochure

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