Strategic Business Growth – Workshop 8 (Customer-Centric Process Design)
The Appleton Greene Corporate Training Program (CTP) for Strategic Business Growth is provided by Ms Viswanath Certified Learning Provider (CLP). Program Specifications: Monthly cost USD$2,500.00; Monthly Workshops 6 hours; Monthly Support 4 hours; Program Duration 48 months; Program orders subject to ongoing availability.
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Learning Provider Profile
Ms. Viswanath is a Certified Learning Provider (CLP) at Appleton Greene and has over 20 years of industry experience helping Silicon Valley companies scale and grow. Her initial education was a BS in Nutritional Biochemistry from UC Berkeley and an MPH from UNC Chapel Hill. After some initial work in the medical field, she pivoted to technology where she has been aggressively helping companies with their go-to-market strategy, business development, product management, fundraising, and growth.
In 2020, she started her own consulting company, which advises early and mid-stage companies on strategic growth, becoming profitable, and succeeding in the marketplace. She also advises and has helped over a dozen technology companies in the Plug & Play accelerator in Silicon Valley design their strategic growth plan and launch and scale successful products.
Though her work has primarily been in cities in the United States, such as San Francisco, Los Angeles, Seattle, New York, and Miami, she has also worked with companies in Europe and Asia during her tenure.
To request further information about Ms. Viswanath through Appleton Greene, please Click Here.
MOST Analysis
Mission Statement
Objective: Incorporate customer-centric design principles into process improvement. Process: Explore Design Thinking concepts, emphasizing empathy, ideation, and iteration. Apply these principles to enhance customer experiences and drive innovation. Intended Result: Participants will integrate customer-centricity into process improvement, leading to enhanced user experiences and innovative solutions.
Objectives
01. Introduction to Customer-Centric Design: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
02. Principles of Design Thinking: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
03. Empathy in Process Design: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
04. Ideation Techniques for Process Improvement: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
05. Iteration and Prototyping: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
06. Mapping Customer Journeys: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
07. Identifying and Addressing Bottlenecks: departmental SWOT analysis; strategy research & development. 1 Month
08. Integrating Customer Feedback: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
09. Enhancing Value Through Customer-Centric Design: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
10. Data-Driven Decision-Making for Process Design: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
11. Case Studies in Customer-Centric Innovation: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
12. Implementing and Evaluating Customer-Centric Processes: departmental SWOT analysis; strategy research & development. Time Allocated: 1 Month
Strategies
01. Introduction to Customer-Centric Design: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
02. Principles of Design Thinking: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
03. Empathy in Process Design: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
04. Ideation Techniques for Process Improvement: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
05. Iteration and Prototyping: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
06. Mapping Customer Journeys: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
07. Identifying and Addressing Bottlenecks: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
08. Integrating Customer Feedback: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
09. Enhancing Value Through Customer-Centric Design: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
10. Data-Driven Decision-Making for Process Design: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
11. Case Studies in Customer-Centric Innovation: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
12. Implementing and Evaluating Customer-Centric Processes: Each individual department head to undertake departmental SWOT analysis; strategy research & development.
Tasks
01. Create a task on your calendar, to be completed within the next month, to analyse Introduction to Customer-Centric Design.
02. Create a task on your calendar, to be completed within the next month, to analyse Principles of Design Thinking.
03. Create a task on your calendar, to be completed within the next month, to analyse Empathy in Process Design.
04. Create a task on your calendar, to be completed within the next month, to analyse Ideation Techniques for Process Improvement.
05. Create a task on your calendar, to be completed within the next month, to analyze Iteration and Prototyping.
06. Create a task on your calendar, to be completed within the next month, to analyse Mapping Customer Journeys.
07. Create a task on your calendar, to be completed within the next month, to analyse Identifying and Addressing Bottlenecks.
08. Create a task on your calendar, to be completed within the next month, to analyse Integrating Customer Feedback.
09. Create a task on your calendar, to be completed within the next month, to analyze Enhancing Value Through Customer-Centric Design.
10. Create a task on your calendar, to be completed within the next month, to analyse Data-Driven Decision-Making for Process Design.
11. Create a task on your calendar, to be completed within the next month, to analyse Case Studies in Customer-Centric Innovation.
12. Create a task on your calendar, to be completed within the next month, to analyse Implementing and Evaluating Customer-Centric Processes.
Introduction
Customer-centric design is a strategic approach that prioritizes the customer at every stage of the business process. This methodology is built on the fundamental principle that understanding and addressing customer needs and preferences should be the core driver of all business decisions and actions. Unlike traditional business models that often focus primarily on operational efficiency and profit maximization, customer-centric design shifts the focus to delivering exceptional value and experiences to the customer.
Customer-centric design involves a deep commitment to empathy, actively seeking to understand the customer’s journey, pain points, and expectations. This approach leverages tools such as customer journey mapping, persona development, and direct feedback mechanisms to gain nuanced insights into customer behavior and preferences. By doing so, businesses can create products, services, and processes that are not only functional but also resonate deeply with their customers’ needs.
Incorporating customer-centric design principles into process improvement is particularly vital for strategic business growth for several reasons:
1. Enhanced Customer Experiences: By designing processes that are intuitive, efficient, and responsive to customer needs, businesses can significantly enhance the overall customer experience. Satisfied customers are more likely to become repeat buyers, advocate for the brand, and contribute to positive word-of-mouth marketing.
2. Driving Innovation: A customer-centric approach fosters innovation by encouraging businesses to think creatively about how to solve customer problems and meet unmet needs. This often leads to the development of new products, services, and business models that can differentiate the company in a competitive marketplace.
3. Sustainable Growth: Focusing on customer needs ensures that businesses build lasting relationships with their customers. Loyal customers are not only more profitable over the long term but also more resilient during market fluctuations. This stability provides a strong foundation for sustainable business growth.
4. Competitive Advantage: In a market where customers have numerous choices, businesses that consistently deliver superior customer experiences stand out. This competitive advantage is difficult to replicate and can help businesses capture and retain market share.
5. Alignment and Agility: Customer-centric design requires continuous feedback and iteration, which helps businesses remain agile and adaptable to changing customer preferences and market conditions. This agility is crucial for maintaining relevance and competitiveness in a fast-paced business environment.
Within the context of the Strategic Business Growth course, this module on customer-centric design equips participants with the tools and methodologies needed to embed customer-focused thinking into their organizational processes. By adopting Design Thinking—a structured, iterative process that emphasizes empathy, ideation, and prototyping—participants will learn how to systematically enhance customer experiences and drive innovation.
Ultimately, by integrating customer-centric design principles into process improvement, businesses can create more meaningful and impactful connections with their customers. This not only leads to immediate benefits in terms of customer satisfaction and loyalty but also supports long-term strategic growth by fostering a culture of continuous improvement and innovation.