Webinar | Customer-led Transformation

Webinar | Customer-led Transformation

The Journey from “Shareholder First” to “Customer First”

“Understanding customers and acting on that understanding is critical to success – so say 62.7% of senior executives. Yet only 24% adopt a customer-led approach to running their business.” Prof. Seán Meehan from IMD business school joined us in this session to discuss the results of his latest research and deep dive on the question of the “customer-led” company. What is the difference between being customer-led and efficiency-led? How do companies listen to their customers and become “outside-in” organisations?

A key question for many family businesses, this session allowed us to debate a core aspect of our enterprises and how to keep them relevant across generations.

  • What does it mean being “customer-led”? How does it impact our business growth?
  • How can we implement a customer focused culture and structure in our companies?
  • What examples can we learn from to understand the inside-out vs. outside-in approaches?


  • Prof. Seán Meehan, Martin Hilti Professor of Marketing and Change Management at IMD, Lausanne, Switzerland


  • Farida El Agamy, General Manager, Tharawat Family Business Forum

The recording is accessible for Tharawat Members in the Membership Library.