Building a Customer-Centric Organization: IE Executive Education Program

IE Business School's Executive Education Division is one of the world's leading institutions to educate managers on recent business trends. Their Open Enrollment Programs have been ranked no. 5 worldwide according to the Financial Times ranking, May 2008.

Within this scheme, we are offering again our program

Building a Customer-Centric Organization: OUTPERFORMING YOUR COMPETITION IN PROFITABILITY

IE Business School, Madrid, Spain
9, 10 and 11 March 2009. [PDF of Program Brochure]

The program features all three facets of building a truly customer-centric organization:

- Mass Customization and strategic capabilities of offering truly customer-centric offerings
- User innovation and customer co-design
- Relationship marketing

It recently is the only program of its kind worldwide! So register now to participate!

About the content:

Heightened competition is forcing business leaders to recognize that the new foundation for profitability is establishing loyal, long-term customer relationships; to conceive themselves not as a group of products, services, territories, or functions, but as a portfolio of customers; to know how profitable each of their customers or customer segments are, and to understand why; to continuously innovate in order to improve their customer value propositions.

The challenge then arises when trying to manage the organizational complexity that surfaces when trying to implement a truly customer-centric strategy. Organizations must align all aspects of their business with the target customer-value proposition. In order to be successful in implementing a sound customer-centric strategy, everyone in the company needs to make decisions consistent with this strategy.

The program features three core modules:

• Strategic capabilities for customer-centricity, taught by Fabrizio Salvador:  Building a customer-centric organization is appealing but also difficult because it involves profound changes in virtually all the value-adding processes of a firm. Yet the payoff is potentially enormous. This module examines the fundamental capabilities that a company has to develop in order to become more customer-centric, and offers a birds-eye view of the scope and content of the organizational changes associated to customer-centricity. Special attention will be devoted to the issues associated to connecting front-end and back-end areas of the firm for fast and efficient adaptation to customer needs.
• Placing the customer at the center of the innovation process, taught by Frank Piller: A key challenge in new product and service development (NPSD) is to match new designs to customer preferences. The growing heterogeneity of demand, the advent of "long tail markets", exploding product and service complexities and the rise of the creative consumer are making this task more difficult than ever. This module will explore new strategies to navigate NPSD more efficiently by utilizing the firm's periphery for innovation.
• Focusing on the individual customer relationship, taught by Martin Boehm: Delivering what customers' value provides competitive advantage in today's business arena. No matter in which sector it finds itself competing in each company needs to focus on the customer's point of view not only to improve the customer experience, but also to increase the customer's contribution to the business. This module will explore how to determine the value of each individual customer for your business and how to retain the ones that offer the highest value, as well as, switching costs associated with their loss.

For more information, download the program brochure, or head to IE's website. http://www.execed.ie.edu/internationalprograms