Driving Business Growth Through Customer-Centricity

Customer centricity has become not just a competitive advantage but a necessity for sustainable business success. This course provides an exploration of the journey to restructure a business from being focused solely on products to becoming deeply rooted in customer-centric principles.

Instructor Ilenia Vidili emphasizes three main key drivers for a successful customer-centric transformation: leadership commitment, streamlined processes, and employee involvement. Ilenia shares practical strategies and real-world examples, propelling businesses to long-term customer loyalty, stronger competitive advantage, and sustainable business growth.

Learning objectives

• Identify key principles of a customer-centric approach and how to apply an outside-in perspective.
• Explore the importance of customer centricity as a critical factor for sustainable business success and growth.
• Analyze the role of leadership commitment in driving and sustaining a customer-centric strategy.
• Examine the impact of streamlined internal and external processes to enhance operational efficiency.
• Apply employee involvement strategies for fostering a customer-centric culture.