Building a Customer-Centric Organization

Transcription

1 Building a Customer-Centric Organization Outperforming your competition in profitability June 12-14, 2013, Wednesday-Friday IE Business School campus, Madrid, Spain

2 business school Executive Education Management and entrepreneurship creates growth, wealth, and development in society; it also creates jobs, catalyses innovation and improves living conditions... We need more and better managers and entrepreneurs, and IE Business School is prepared to take on the formidable but captivating challenge. - Santiago Iñiguez, Dean of IE Business School Fully recognized by the three principal international accrediting bodies in the field of business education. IE Business School is consistently ranked among the top business schools worldwide by international financial and economic media groups: 1 st WORLDWIDE: by QS Intelligence Unit. MBA Programs (July 2012) 5 th WORLDWIDE: Executive Education (Oct. 2011) 1 st Online International Executive MBA (Feb. 2010) 3 rd Non US-Business School (Nov. 2010) 4 th Executive MBA (Nov. 2011) 6 th Master in Management (Sept. 2012) 5 th Customized Executive Education (Nov. 2011) 3 rd Beyond Grey Pinstripes Sustainability & Ethics Ranking (Sept. 2011)

3 WHY IE BUSINESS SCHOOL IE Business School is one of the world s best international business schools. A pioneer in business education, we train tomorrow s business leaders, shaping them with an innovative approach and acting as a catalyst for the creation of new businesses. We offer Executive Education Programs that develop the vision, skills and management capabilities required by executives to meet the many and varied challenges they face both today and in the future. The recognized prestige of our teaching faculty, the degree of excellence of our academic programs and our international focus have always been the foundation of our learning model that has placed IE Business School s Executive Education Division among the best in the world. We invite you to come on-board and benefit from an excellent learning environment that nurtures high-caliber talent both professionally and personally. Follow us on: IE BusinessSchool Executive IE Business School Executive Education IE Executive Education

4 Building a Customer-Centric Organization Outperforming your competition in profitability Overview The proliferation of highly heterogeneous customer needs is forcing companies today to refocus their product and service portfolios or risk losing clients to competition. Executives must then be adept in the principles of customer centricity, understanding customers better, revamping their product development process, offering a unique value proposition, and refurbishing their organizational systems to make their companies genuinely customer-oriented. Building a Customer-Centric Organization is an intensive three-day international program that takes executives through the capabilities needed for effective customer centricity by looking into three fundamental aspects within their firms: their customer base, the competition they face, and the innovation and technological competencies they can use to their advantage. Objectives Participants will be able to: Analyze the impact of customer centricity on revenues, profitability and growth Understand the organizational changes and implications of adopting a customer-centric strategy Structure their organization by customer segments so as to maximize the customer experience Increase customer satisfaction by understanding and addressing customer needs rapidly and efficiently and by delivering value propositions that competitors cannot match Identify, measure and make the most of all customer channels for long-term profitability Guide the development of new products and services by making the customer the focus of innovation

5 Building a Customer-Centric Organization Outperforming your competition in profitability Content Building customer-centricity capabilities Delve into the capabilities and organizational changes needed for a company to become genuinely customercentric, and the issues associated to connecting frontend and back-end areas of the firm for a fast and efficient adaptation to customer needs. Maximizing customer satisfaction Rediscover the essence of customer satisfaction, avoid the pitfalls of a vicious customer dissatisfaction cycle, and be updated on ways to create lasting customer relationships. Placing the customer at the center of innovation Explore cutting-edge strategies to match new product and service development to customer preferences and more efficiently utilize the firm s ability to innovate. PARTICIPANTS The program has been designed for executives who strive to transform their companies into customer-driven organizations. It is then targeted at, but not limited to, Managing Directors and General Managers, as well as executives in: Marketing Business Development Operations and Systems Innovation/New Product Development Customer Satisfaction/Quality Human Resources Faculty FRANK PILLER Innovation Management Professor, RWTH Aachen University (Germany); Founding Member, European Academy of Management; Co-Director, MIT Smart Customization Group (USA) One of the world s leading experts on mass customization, personalization, and open innovation; Founding Partner of Think Consult, a management consultancy firm; consultant and lecturer to more than 50 companies PhD in Operations Management (summa cum laude), University of Wuerzburg (Germany) FABRIZIO SALVADOR Operations Management Professor, IE Business School; Research Associate, Massachusetts Institute of Technology (MIT) (USA); Adjunct Professor, MIT-Zaragoza International Logistics Program; research focus: operation strategy in uncertain environments and customer-centric organization design Consultant for numerous companies PhD in Operations Management and MS in Engineering and Management, University of Padova (Italy) MARTIN BOEHM Marketing Professor and Dean of Programs, IE Business School Consultant for Bain & Company and Accenture PhD in Marketing, Frankfurt University (Germany); Security Studies Program, Massachusetts Institute of Technology (USA); MBA, Australian Graduate School of Entrepreneurship

6 INTERNATIONAL EXECUTIVE PROGRAMS Academic Year Agreements are available for both an individual and a group of executives from the same firm who wish to combine two or more programs from any track. SKILLS DEVELOPMENT TRACK Innovative Leadership: Winning skills for you and your team, April Executive Negotiation Workshop: From experienced to expert negotiator, May 6-9 Communication Skills and Public Speaking Workshop: Becoming a confident and persuasive Presenter, May Change Management Workshop: Changing minds and minding change, June 5-7 Global Leadership for Women: Empowering your effectiveness as a leader, June Cutting-Edge Decision-Making Tools: Equipping leaders for managing risk, complexity and uncertainty, June MARKETING & SALES TRACK The Strategy and Tactics of Pricing: A guide to growing more profitably, April Effective Key Account Management: Developing key accounts for optimal growth and client retention, May Marketing Strategy in Business Markets: Transforming your marketing strategy into winning marketing Tactics, June 5-7 Building a Customer-Centric Organization: Outperforming your competition in profitability, June FINANCIAL MANAGEMENT TRACK Beyond Valuation: Impact of behavioral finance and debt restructuring in valuation, February Finance and Accounting Workshop for Non-Financial Managers: Analyzing opportunities, assessing risk and estimating your impact, April Corporate Finance: Connecting financial activity to strategic goals, May 6-8 Cross-Border Mergers & Acquisitions: Getting them right, June Islamic Finance: Investing tools for the banking future, 4 days in June / Jeddah, Saudi Arabia OPERATIONS MANAGEMENT TRACK Global Supply Chain Management: Building a competitive procurement and negotiation platform, April Leading Project-Driven Organizations: Creating strong capabilities for organizational change and Transformation, May SPECIALIZED MANAGEMENT PROGRAMS Effective Management for Security Professionals: Establishing the security role as an enabler for business success, June 4-6 Management Fundamentals and Skills for Scientists and Researchers: Linking science to business, October 2013 to March 2014 / Blended China: An Inside View: Accelerate your business success, 4 days in May 2013 / Beijing, China

7 Registration Building a Customer-Centric Organization is an open enrolment program. To reserve a slot, simply register online by visiting the program webpage here. Alternatively, you can ask for the registration form via krysta.martinez@ie.edu. PROGRAM DATES AND FEE Effective Key Account Management Program Dates: June 12-14, 2013 Fee: Special concessions are available for IE Alumni, groups of executives attending from the same organization, executives registering for more than one program, and early-bird inscriptions. The program fee of covers tuition, course materials, all coffee breaks and lunches during the program. Fees do not include accommodation. If you wish, we would be happy to make a reservation for you at one of the hotels within walking distance of our premises and with which we have special agreements. FOR MORE INFORMATION Contact: Krysta Martínez krysta.martinez@ie.edu Tel.: Visit our website: Follow us on: IE BusinessSchool Executive IE Business School Executive Education IE Executive Education Payment is due within 30 days of the invoice date or upon receipt of the invoice if admission is within 30 days prior to the start of the program. Cancellation policies are outlined in the information provided to applicants upon admission.

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