Winning With Customer Centricity (W2C2)
Starting From: 04/02/2019


Are members of senior management, functional head, or departmental head from sectors such as financial, services, government departments, Insurance and public enterprises having experience ranging from a few years up to 2-3 decades? You are a very knowledgeable, efficient, productive and indispensable asset for your mid-size or large organization, yet you are uncomfortable. You don’t exactly know how delighted and loyal your customers are, it may be that your customers are not entirely happy with the value you are providing them.You are working for a well-known organization but,  it is always bogged down by huge pressure of continuous business development. It is always running around to solve customer complaints because the customer is on the driving seat and with it comes a required change in how you build and nurture relationships with potential and existing customers.


  • Manage customer relationships – expectations, feedback.
  • Differentiate based on a ‘customer centric’ promise.
  • Ensure great customer experience – at all the touch-points.
  • Build and sustain a culture of customer centricity and thus.
  • Learn how to systematically and effectively implement customer centricity in your operations.

Benefits to the Participants:

  • Understand customer expectations.
  • Listen to customers, and understand customers’ expectations.
  • Identify and define a meaningful customer promise.
  • Build ‘customer centricity’ into everyone’s job.
  • (Re) design the customer experience to maximise each ‘moment of truth.’
  • Provide strong ‘service leadership.’

Benefits to Sponsoring Organization:

  • For organizations who are more ‘customer centric’, benefits would include (and all these points are supported by research)
  • Higher repeat business and Enhanced brand, reputation.
  • More reference selling – highly productive and cost-effective sales route.
  • Increased loyal customer base – and loyal customers are hugely more profitable!
  • Organization stays ‘on track’ with changing customer trends, continues to be relevant.
  • Operational efficiencies – from delivering “right the first time.”
  • Lower costs of customer engagement, support.
  • Potentially more innovation => along with customers as partners.
  • Move ‘up the value chain’ from ‘vendors’ to ‘business partners.’
  • Stock is more valuable.

By sending key leaders/ managers to the workshop, benefits to the organisation would include

  • Building the competencies internally – not having to rely on external parties.
  • Drive relevant projects and Programs – sponsored by leaders who know what to do, what to expect.
  • Sustainable change – as it is fueled internally, the messaging and actions remain consistent over time, and with changes in personnel.


Who should attend this Program?

This program is ideally suited for senior folks actively interested in building customer centricity into their organizations/ functions and wants to know “how to”:

  • Deputy General Managers (DGMs), Business leaders, Change agents, Decision makers, Functional heads and Entrepreneurs.


Anand Kasturi
Dr. Anand Kasturi is a consultant trainer with over 20 years of experience working with organisations and leadership teams in the area of services management/ customer centricity. He has delivered workshops across 15 countries – to Governments, large global corporations, startups, micro-enterprises, and non-profits. Oracle Corporation awarded him “Customer Service Guru” award in 2007 for his work with their global support organisation. He has been teaching MBA students “Services Marketing & Management” since 1998. Since 2007 Anand has worked as an Executive Coach. Anand has a B.Tech from IIT Madras, MBA from IIM Bangalore, and a PhD (Service Management) from University of Buckingham UK.


State Bank Institute of Leadership, Kolkata.



Duration (In Days):



Rs. 44000

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