Customer Centricity Essentials
Master customer-centric strategies to achieve service excellence and sustainable competitive advantage in the digital age.
Master customer-centric strategies to achieve service excellence and sustainable competitive advantage in the digital age.
This comprehensive course explores the fundamentals of customer-centricity in business and banking. Students learn to develop and implement customer-centric approaches that drive profit and competitive advantage. The curriculum covers essential aspects from understanding customer insights to creating tailored services for specific segments. Learn how to build a customer-centric culture, overcome implementation challenges, and leverage digital banking solutions. Special emphasis is placed on practical applications in the BFSI sector and creating sustainable customer delight.
Instructors:
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What you'll learn
Understand customer centricity fundamentals and significance
Develop customer-centric value propositions
Learn to implement customer-focused organizational culture
Master customer lifecycle management strategies
Understand digital banking transformation principles
Create sustainable customer delight initiatives
Skills you'll gain
This course includes:
PreRecorded video
Graded assignments, exams
Access on Mobile, Tablet, Desktop
Limited Access access
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There are 5 modules in this course
This course provides a comprehensive understanding of customer-centricity and its implementation in modern business. The curriculum is structured in five weeks covering the concept's fundamentals, organizational habits, actionable strategies, banking applications, and digital transformation. Key areas include developing customer-centric value propositions, understanding customer lifecycle, and implementing digital solutions for enhanced customer experience. The course emphasizes both theoretical knowledge and practical implementation strategies.
The Realm of Customer Centricity
Module 1 · 3 Hours to complete
The Customer Centric Organization
Module 2 · 3 Hours to complete
Customer Centricity Actionables
Module 3 · 3 Hours to complete
Customer-Centric Banking
Module 4 · 3 Hours to complete
Digital Banking for a Customer Centric World
Module 5 · 3 Hours to complete
Fee Structure
Instructors
7 Courses
Senior Banking Executive Leads Digital Innovation and Training
Hari S Iyer serves as Deputy General Manager and Director at State Bank Foundation Institute 'Chetana' Indore, bringing over 35 years of banking experience at State Bank of India. With an M.Com degree and CAIIB certification, he has established himself as an expert in human resources, customer relationship management, and digital banking initiatives. His notable achievement includes playing a key role in launching SBI's flagship digital platform 'YONO'. As Director of SBFI Chetana, he leads a team of nine faculty members, focusing on developing banking professionals while leveraging his extensive experience in branch operations, HR management, and digital banking. Beyond his professional duties, Iyer contributes to banking literature through published articles in respected journals and maintains interests in sports, reading, and music.
6 Courses
Leading Banking Scholar Advances Customer Relationship Management Research
Dr. Bindu K. Nambiar serves as Faculty (Marketing) at State Bank Institute of Consumer Banking, Hyderabad, bringing over 18 years of academic and industry experience in marketing and executive education. With an MBA in Marketing and a doctorate in Management Studies focusing on CRM implementation, she has established herself as a leading researcher in banking services marketing
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Frequently asked questions
Below are some of the most commonly asked questions about this course. We aim to provide clear and concise answers to help you better understand the course content, structure, and any other relevant information. If you have any additional questions or if your question is not listed here, please don't hesitate to reach out to our support team for further assistance.