Today I would like to inform you all about an intensive workshop that my colleagues Fabrizio Salvador and Martin Boehm as well as myself will be conducting at IE Business School in the beautiful city of Madrid, Spain. Three days dedicated to one of the most contributing factors in building and running a successful business: Putting the customer's desires first.
Building a Customer-Centric Organization
Outperforming your Competition in Profitability
June 18th - 20th, 2012
IE Business School, Madrid, Spain
Building a Customer-Centric Organization is a challenging three-day international executive program designed to help executives turn their customer's heterogeneous needs into an opportunity for value creation through the development of concrete capabilities applicable to any organizational setting by evaluating three fundamental aspects within their firms:
- Their customer base
- The state of their competition and
- The technological capabilities and innovation mindset available to them.
The stagnation of consumption and the proliferation of highly heterogeneous and diverse customer needs are forcing executives today to refocus their product and service portfolios and respond to their client’s needs or risk losing them to the competition.
Yet, for any organization to be able to manage this changing dynamic all aspects of the business must be aligned with the goal of understanding customers, revamping their product and service offerings to match the target customer-value proposition, while redesigning organizational culture, incentives systems and processes accordingly.
Today’s executives must develop a holistic view of the principles around which organizations can redesign themselves to tap into the benefits of customer-centricity and gain insight into the issues and solutions associated to such vast organizational change processes.
Participants will develop a sound understanding of how to:
- Analyze the impact of customer centricity on revenues, profitability and growth.
- Understand the organizational implications of customer-centric strategies and the changes that need to be made.
- Structure their organization by customer segments that establish ownership of the customer experience.
- Delight their customers by delivering value propositions that competitors cannot match.
- Achieve customer satisfaction by understanding and adapting to customer needs rapidly and efficiently.
- Identify and exploit all customer channels.
- Measure customer value for long-term profitability.
- Implement a customer-focused culture within their organization.
- Innovate by improving the value propositions offered to customers.
Additional information about this executive program, a detailed schedule and all important registration data can be found on the workshop website (courtesy of IE Business School). I'm looking forward to discuss these challenging concepts with you in person in Madrid!