Kellogg School of Management

The Customer-Focused Organization

Kellogg School of Management

Leadership

About Programme

Customers are more empowered than ever before, due to a global marketplace, social networks and the rise of mobile. As a result, the pace of business is changing how businesses are led, develop strategy and build their customer focus. Ultimately, it is those who rise to the challenge and create a robust customer-centric strategy that succeed.

In this program, Kellogg’s world-class faculty and practitioners will show you the approaches to leading with less formal authority, managing ecosystems, developing innovations, gaining a deeper understanding of customer strategy, achieving growth through greater focus, building meaningful brands and creating extraordinary total customer experiences.

Gregory Carpenter / Academic Director

Programme Content

Customer-Focused Culture and Leadership

The beliefs and cultural values of truly customer-focused organizations
The power of customers to create organizational purpose
Leading organizational renewal, fostering innovation and change
The role of leadership in inspiring people and unleashing potential

Growth through Customer-Focus

Understanding overlooked value in consumer and business markets
The challenge of achieving focus in global markets
Identifying opportunities for growth and differentiation
Developing compelling value propositions that deliver value and differentiation

Building Brands with Meaning

Understanding how the customer experience affects the competitive value of a brand
Assessing specific strengths and weaknesses of the customer experience
Identifying opportunities for improvement and innovation
Creating brands that are differentiated by authentic meaning

Delivering Value to Customers

Creating powerful customer experiences
Managing the ecosystem to create value for buyers
Aligning the organizational structure and incentives

Programme Audience

General managers and organizational leaders who are responsible for the cultural development and transformation of a customer-focused organization
Senior leaders in marketing, sales, strategic planning and operations
Customer experience, engagement, and perception management leaders

Programme Benefits

Understanding the growing influence of customer focus on organizational success
Learning to overcome obstacles to creating a truly customer-focused organizational culture
Gaining a deeper and shared understanding of customers
Creating innovative value, compelling differentiation and focus in global markets
Managing ecosystems to deliver customer value
Creating superior customer experiences
Leading organizational change to achieve the rewards of customer focus

Testimonials

"Information, inspiration, the latest management trends, and the tried and tested--that's why I come to the Kellogg Executive Program, and that's what I get every time."

Anonymous

"Very practical and relevant, and a necessary tool for the 21st century marketing manager seeking an exceptional customer-focused experience."

Anonymous

Testimonial Source

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Speak with an Advisor

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

Prashansa Uttam

Programme Advisor

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

Kellogg School of Management

Executive Education Office

NA
847.467.6018
mailto:execedkellogg.northwestern.edu
https://www.kellogg.northwestern.edu
Evanston, USA

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The Customer-Focused Organization | Kellogg School of Management