IE Business School, 2, 3, and 4th of March 2010 in Madrid, Spain
We are please to offer the first 2010 seminar of our highly successful Executive Education Program "Building the Customer Centric Organization" - An in-depth introduction into mass customization, user innovation. customer co-creation, and modern relationship management (CRM).
50% Discount for Readers of my Blog: While the program is expensive (but IE has been frequently ranked #1 Business School in Europe for this kind of programs), the organizers are offering a Pay1-Admit2-Deal. So when you want to participate with a colleague or friend, business partner or peer, let me know and I send you the info for a 50% reduction! And if you can not find a partner, let me know (e-mail), and I am happy to make a match!
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.
Building a Customer-Centric Organization is a challenging three-day international executive program designed to help executives build their own winning customer-centric strategy and outperform their competition.
Program Objectives: This international program equips executives with the latest thinking and cutting-edge strategic insights to help them build a successful customer centric organization.
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.
Program structure:
Strategic capabilities for customer-centricity: 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 can be enormous. This module examines the fundamental capabilities that a company has to develop in order to become customer-centric, and offers a comprehensive 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 a fast and efficient adaptation to customer needs.
Placing the customer / user at the center of the innovation process: 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: 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.
Faculty:
- FABRIZIO SALVADOR. Professor of Operations Management IE Business School, Spain.
- MARTIN BOEHM. Professor of Marketing Strategy IE Business School, Spain.
- FRANK PILLER. Professor of Innovation Management, RWTH Aachen University, Germany.
- Download Program Flyer (PDF)
- Program website
- And consider the 50%-deal described at the beginning of this posting!
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