Customer Perspective: TIAA-CREF case
1,992 views · Published 22 July 2011 · 6:28 · Indexed 21 October 2026
Channel: Yale School of Management · 2011 · Education
The intention of the Customer Course is to study how an executive can build a truly customer-focused and market-driven organization that reacts swiftly to any situation. During the first part of the course, students learn how to understand customers and create a strong value proposition for their enterprise. This is accomplished through in-depth market analysis and a breakdown of market-feedback and control metrics. Students also learn how to integrate the resulting data into decision making and strategy. The second part of the course looks at how to create — and maintain — an organization aligned with the shifting needs of the customer.
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