EXECUTIVE EDUCATION

Objectives for Developing Customer-Driven Competencies

  • Define customer driven competencies and their impact on the total organization
  • Explore the evolving nature of customers including segmentation and customer intimacy strategies
  • Understand the key concepts used by successful organizations to build stronger customer relationships
Readings:
Customers as Innovators: A New Way to Create Value, Stefan Thomke and Eric von Hippel, HBR 2002
The Strategy Focused Organization, Robert S. Kaplan and David P. Norton, HBS, 2001
Driving Customer Equity: How Customer Lifetime Value is Reshaping Corporate Strategy, Roland T. Rust, Valerie A. Zeithaml and Kathleen Lemon, 2000, The Free Press

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