Executive Training: The Customer Centric Organization – three perspectives to profit from the fact that all people are different

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.  

LogoIE
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!

By | 2018-06-14T06:57:16+00:00 Mai 10th, 2012|Customization Trends, Events, Technologies & Enablers|

About the Author:

Frank T. Piller is a Co-Director of the MIT Smart Customization Group at the MIT Media Lab, Massachusetts Institute of Technology, USA, and a chair professor of management at the Technology & Innovation Management Group of RWTH Aachen University, Germany, one of Europe’s leading institutes of technology. Before entering his recent position in Aachen, he worked at the MIT Sloan School of Management (2004-2007) and has been an associate professor of management at TUM Business School, Technische Universitaet Muenchen. Frequently quoted in The New York Times, The Economist, and Business Week, amongst others, Frank is regarded as one of the leading experts on strategies for customer-centric value creation, like mass customization, personalization, and innovation co-creation. His recent analysis of the crowdsourcing business model “Threadless” (co-authored with Susumu Ogawa), an innovative crowdsourcing business model in the fashion industry, has been elected as one of the Top-20 articles in MIT Sloan Management Review.