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How to become more valuable to your clients
Your goal is to be customer centric. Your future relies on meeting your customers' needs and desires through your products and services. Yet despite the theory, many companies fail to meet expectations.
So how do you become a customer-focused powerhouse that is hyper-relevant and valuable to your clients? The answer lies in leveraging and integrating three key business dimensions: your strategic marketing, digital transformation and leadership.
You bring your own critical business challenge to the program and apply these different perspectives to your challenge. Guided by expert faculty and supported by peers, you will learn how to achieve alignment and integration across these different functional areas. You will leave with personalized, actionable takeaways to enable deeper customer connection, boosted growth and improved business performance.
Work on your own business challenge and assess the customer-centric maturity of your organization
Get strategic frameworks and practical tools to improve on three dimensions
Develop the specific leadership behaviors for effective customer-centricity across your organization
Discover how to use digital transformation to redesign the experience
Your profile
You are a manager with at least 10 years of experience, looking to steer your organizations towards improved customer-centricity as a means to deliver better growth outcomes. You have leadership responsibility and experience in a market-facing function with external customers.
Recent participants include: Director, Strategy & Business Development, Head of Transformation & Digitalization, Senior Client Engagement Manager, Digital Marketing Lead, Director of Client Success, Global Head of partnerships
Industry areas include: healthcare, logistics, supply chain, finance & insurance, manufacturing, IT, automotive
Your learning journey
Leading Customer-Centric Strategies provides you with a three-stage approach to increase your firm’s customer-centricity over nine weeks. The program is fully liVe virtual, offering you IMD’s latest, interactive learning experience, accessible from anywhere in the world.
Over the first 3 weeks, while at work, you will take a deep dive into your organization and assess the maturity of your firm’s customer-centricity. You will evaluate areas such as:
- How actively you engage with customers
- End-to end customer experience
- Customer loyalty
- Digital transformation as a source of value
- Customer data and data integration across channels
With our help, you will then formulate an individualized, customer-centricity challenge.
Using the latest interactive and immersive learning technologies, the program delivers 24 hours of virtual liVe learning over the course of 3 weeks. You will understand the crucial linkages between each dimension of customer-centricity, digitization, and leadership.
We ensure the program translates into impact and results once you are back full-time at work. You will practice these learned principles, and apply them directly to your business, supported by coaching and group debriefing. Depending on your challenge you will end the program either with a specific change to implement, an experiment to set-up or a convincing proposal.

Examples of customer-centric challenges
See key learnings from recent customer-centric projects
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International medical technology company - 50,000+ employees |
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International brokerage and financial services group - 15,000+ employees |
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Tool and hardware manufacturer. European headquarters -1,000 employees |
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International medical technology company - 50,000+ employees |
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International brokerage and financial services group - 15,000+ employees |
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Key learnings |
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What’s next? |
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Tool and hardware manufacturer. European headquarters -1,000 employees |
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Program reviews
Meet your program directors
Our faculty members are recognized world authorities in their fields. Dividing their time between teaching, research and working with international companies, they remain on top of the latest management trends. You can expect timely, innovative learning activities, materials, and content in all IMD programs.

Frédéric Dalsace focuses on two distinct areas – B2B issues such as customer centricity, buyer-seller relationships, and value management, and sustainability, inclusive business models, and alleviating poverty.
He is Co-…

Katharina Lange specializes in teaching executives globally about leading self, leading teams, and leading organizations, and in building resilience at the individual, team, and organizational level as well as leading…

Didier Bonnet focuses on digital economics, digital strategy, disruptive innovation, and the process of large-scale digital transformation for global corporations. A globally recognized thought leader on digital…
Preview the learning experience with this faculty-led webinar
Putting your customer at the heart of your business

Learn more about IMD liVe virtual delivery
Delivered in a liVe virtual format, you will enjoy a fulfilling and fully immersive IMD learning experience from anywhere in the world via state-of-the-art technology. Led by our world-class faculty, we bring the IMD classroom experience to you through case studies, breakout rooms and built-in collaboration tools. Delivered in real-time (live) sessions, you will be joined by a selection of globally-based peers, to exchange knowledge and experience from a range of industries and cultures.
IMD goes liVe

Next session and admission
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More information
IMD business school rankings
#2 worldwide for open programs - 2022 (Financial Times)
#1 worldwide for open programs for nine years in a row - 2012-2020 (Financial Times)
Top 3 worldwide for executive education / combined ranking for open & custom programs since 2012 (Financial Times)
Top 5 worldwide for overall ranking for more than 15 years in a row (Financial Times)
