- IMD Business School  - IMD Business School  - IMD Business School

Two routes for firms to become customer centric

General management programs | Masterclass
When 21 March 2024 at 12:00 (CET)
Where Online
Duration 1 hour 15 minutes

An IMD masterclass unveiling data-driven strategies in customer-centric leadership

Join our insightful masterclass to understand the dual paths towards true customer centricity: solving customer problems using their data, versus empowering them with their own data. Often, organizations misuse this valuable resource for self-serving purposes rather than genuinely addressing customer needs. This session aims to unravel these contrasting approaches, providing practical strategies for using customer data ethically and effectively to enhance customer experiences and build trust.

The masterclass, led by Professor Goutam Challagalla, Professor of Strategy and Marketing, will guide you through the nuances of customer-centric approaches in our evolving digital landscape. Professor Challagalla is also Program Director of Advanced Management Program, Digital Marketing Strategies and Strategy Governance for Boards.

Here’s a snapshot of the insights this masterclass will unpack:

  • Defining customer centricity: Grasp a clear and straightforward definition of customer centricity in the modern business context.
  • Data-driven pathways: Learn about the two data-centric approaches to customer centricity and how they can transform your business.
  • Building trust with data: Understand how putting data in customers’ hands can foster trust and enhance customer relationships.

Following your masterclass, you will have the chance to engage directly with our Program Advisors. They will provide:


  • 12:00 – 12:45: General management masterclass “Two routes for firms to become customer centric” with Goutam Challagalla
  • 12:45 – 13:15: Introduction to our general management and OWP programs with our Program Advisors, followed by a Q&A

Please note, this event will not be recorded. This is a unique opportunity to experience the IMD learning journey live. 

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