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Game-changing Customer Centricity: Strategy Design and Execution

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Rejuvenate your organisation’s strategy and disrupt your industry with a modern customer approach.

The aim of this programme is to provide delegates with an understanding of the strategic significance of game-changing customer centricity and insights on how successful brands are able to bring lifetime customer value.  Delegates will learn how to develop a business case for achieving disruptive customer centricity, design a route map to implement customer-centric transformation and and gear strategies for successful entry into emerging economies where customers are leapfrogging to new and modern concepts​.

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Who should attend?

  • General managers, functional directors, executives, senior managers, senior IT managers/directors, heads of functional areas and, in particular, C suite teams who are considering designing and implementing customer centric strategy or building digital strategies;
  • Senior executives are encouraged to bring their teams with them to allow for implementation of the concepts and frameworks back in the workplace; and
  • Entrepreneurs are also encouraged to attend.

How you will benefit:

  • Understand the strategic significance of gamechanging customer centricity and how to make this happen;
  • Find and articulate new ‘market spaces’ that open up opportunities for your organisation;
  • Define and design specific product and new service value-add innovations that build brands and bring durable lifetime customer value and advocacy;
  • Build a strategic architecture and story to get buy-in alignment and social approval;
  • Develop a business case for achieving disruptive customer centricity;
  • Design a route map to implement a customercentric transformation;
  • Overcome the status quo in your organisation, and know what to do to get alignment, motivation and traction;
  • Enhance and accelerate buy-in from your Exco/board, investors and colleagues to the new approach;
  • Understand the specific issues involved in building social values and impact into missions and strategies; and
  • Gear strategies for successful entry into emerging economies where customers  are leapfrogging to new and modern concepts and are digitally savvy.

Key focus areas:  

  • Opening up new ‘market spaces’ and creating markets;
  • Identifying disruptive new value opportunities;
  • Using a structured model to build lifetime value;
  • Monetising the customer model using new economics;
  • Building and measuring social capital;
  • New account management models;
  • Digitalisation and its role in delivering superior customer experience;
  • Integrating social investments into customer centricity;
  • Reverse innovation and relevance to growth;
  • Challenges with game-changing implementation;
  • Emerging markets: special opportunities and challenges;
  • A model for a phased implementation process with the 10 breakthrough points and defining moments;
  • Determining pace and practicality given the enterprise culture and markets;
  • Getting traction and buy-in inside and out; and
  • Looking at different pricing options and getting the payoff of lifetime customer value.

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