Vlerick Business School

Customer Centricity The power of placing customers at the centre of your organisation

Vlerick Business School

Marketing & Sales

About Programme

#1

in Open Executive Education in the Benelux

207

former participants

4.6/5

for Learning Impact

When an organisation takes a customer-centric approach, it can boost customer satisfaction, loyalty, revenues and profits. But what does customer centricity really mean? On this four-day programme, you’ll live and learn what truly customer-driven strategy looks like – and get the skills and confidence to leap into implementing it.

Programme Content

This programme brings together theoretical concepts, case studies, techniques and practical examples to highlight the power of putting customers at the centre of your organisation. You’ll learn from top faculty and expert practitioners. And you’ll share customer experience management ideas with your fellow participants.

Over five modules, you’ll gain the knowledge and insights to create and implement a customer-centric strategy in your organisation. At the end of the programme, you’ll develop a robust plan how to put your customer in the centre of your organisation. And you’ll get detailed feedback from faculty and peers. You’ll leave with a truly customer centric strategy for your own organisation.

Module 1: Customer-driven innovation

Learn how to connect with customers during the innovation process
Explore the process of developing products and services for wider customer needs
Dive into co-creating best practices in digital and physical industries

Module 2: Better customer understanding

Discover how to get a 360 degree customer view
Learn how decision-making can take you from customer big data to customer insights
Dive into predictive analytics for digital communications and marketing campaigns

Module 3: Customer journey thinking

Gain insights into customer psychology – with deep-dive perspectives to apply to customer journey thinking
Experience how digital technology can change how you bring a product or service to customers and create a competitive advantage
Explore real-life examples of successful customer journey approaches driven by Artificial Intelligence (AI) and big data

Module 4: A customer and innovation-focused culture

Discover how to build a customer-focused culture.
Explore successful strategies for overcoming internal resistance to foster innovation
Learn how to build a culture of innovation, collaboration, and risk-taking

Module 5: Capturing value through innovative pricing

Define a value-based pricing strategy in line with your company objectives
Learn to maximise the value of interactions with customers
Explore how start-up pricing and digital natives can inspire established companies

Sounding board: A half-day session to take your business strategy to the next level

Implement what you’ve learned in your own project
Introduce your challenge to Vlerick experts and your peers – and gain valuable feedback
Discover how other professionals and organisations tackle similar questions/challenges

Programme Audience

Marketing, sales, strategy, service development and R&D professionals
Experienced executives in HR, IT and other functions
Teams from the same company who want to create a common vision
B2B and B2C product and service organisations
Companies who want to kick start a client-centric approach

In previous editions, we had the pleasure of welcoming participants from companies like:

Programme Benefits

Focus on adding value for customers and society
Identify how to enhance profits for your organisation
Analyse your organisation’s customer journey
Prepare your organisation to take a customer-centric approach
Evaluate the impact of data analytics on customer relationship management

Testimonials

"I was looking for best-in-class examples and inspiration to further build my customer centricity knowledge. And I wanted to participate, learn and engage in an academic environment. Vlerick has a superb reputation for offering academic quality, inspiration and engagement. So, registering for the programme was a no-brainer. To the story ."

Dennis Van Looveren

Key Account Manager at The LEGO Group®

"This programme has given me deeper insights into this topic, with clear examples and a variety of approaches. I can use a lot of what I have learned in practice – and Im trying to make others aware of it by implementing customer centricity in our daily sales process with customers."

Peter Van Blanckenberg

Sales Executive at SGS Belgium NV

Testimonial Source

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Contact us for the further details

Speak with an Advisor

  1. Pedagogy (case method, experiential learning, coaching, simulations)
  2. Programme Objective
  3. Brochure

Prashansa Uttam

Programme Advisor

+91 9403890085[email protected]Mon – Fri, 9am – 5pm IST

Vlerick Business School

Executive Education Office

Anastasia Kostina
+32 2 225 41 34
[email protected]
https://www.vlerick.com
Brussels, Belgium

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Customer Centricity The power of placing customers at the centre of your organisation | Vlerick Business School