March 30 - April 1, 2011 | Los Angeles, CA | JW Marriott LA Live

Sara Roberts is invited to present her workshop on 'Change management: creating a customer-centric culture' for a group of CMOs and strategic-level marketers at Gartner's 2011 Customer 360 event.

Description of her workshop:

Truly customer centric organizations are designed from the outside in. Every decision is made with the customer in mind. Service and retention has equal or higher priority than sales. They are zealots about the integrity of their brand and they empower their employees so they might respond quickly to customer needs.

In reality though most companies are far from this. Many are internally focused navel gazers so fixated on financials, product features, and price they’re unable to really achieve the customer loyalty they long for.

To become customer centric, it will take the vision, values and the accompanying change management strategies to effectively align your people, organization structure, processes, incentives, products all to the customer. This interactive session will explore:

• Considerations for creating a vision, mission and values focused on customer value
• Defining “customer-centric” operationally - establishing metrics that define success and the right behaviors to reinforce
• Strategies for putting people first – how that translates to employees and empowering them to fulfill customer needs
• Aligning organizational systems and practices to ensure employees can deliver against the brand

Additional speakers at the event include Bernd Schmitt, Ph.D. Professor at Columbia Business School and Don Tapscott, renowned thought leader and Chairman of Moxie Insight.

Learn more at their website >> http://www.gartner.com/technology/summits/na/customer-360/index.jsp