American Management Association Seminars

Developing and Executing a Customer-centric Strategy
Seminar No: 02585 -XNBB
CEU Credits: 1.2
Length: 2 days

What’s your organization’s customer-centric IQ? Without a high score on customer focus...your company is in danger of lowering its bottom line!

Winning companies are those who have a growing level of customer loyalty. Not just a theory of good customer service...but a total organizational strategy built around customer needs. Why not join the winner’s circle by structuring a corporate plan that enhances the total customer experience?

Who Should Attend
The seminar is designed for decision-makers and leading executives across functional areas including senior vice presidents, vice presidents, directors of operations, strategic planning professionals, directors of sales, marketing and customer service and all others involved in developing the total customer experience.

How You Will Benefit

  • Increase revenues from existing customers for greater corporate performance
  • Sell products at higher margins, minimizing the commoditization of your goods and services
  • Increase employee morale for better execution of strategy
  • Reduce customer defections and tap into new customer segments
  • Build short- and long-term customer-centric strategic plans
  • Increase customer satisfaction, mind share, referrals and repeat business
  • Gain a sustainable competitive advantage
What You Will Cover
  • What is a customer centric organization? Differentiating customer centric companies from the rest of the pack
  • Learning the basics of customer segmentation—what do you love, what do you keep and what do you let go
  • Developing the people and processes to deliver a winning customer experience
  • Achieving a "listening organization" by establishing and keeping a dialogue with customers
  • Measurements for success—performance indices that ensure maximum revenue from customer centricity

Extended Course Description:

Learning Objectives

  • Reality Check—Discovering Your True Relationship with Your Customers
  • What Is a Customer Centric Organization?
  • Differentiating Customer Centric Companies from the Rest of the Pack
  • Learn the Basics of Customer Segmentation—Which Do You Love, Which Do You Keep and Which Do You Let Go
  • Developing the People and Processes to Deliver the Experience—and How to Empower People to Deliver Above and Beyond
  • Achieving a "Listening Organization" by Establishing and Keeping a Dialogue with Customers
  • Measurements for Success—Performance Indices That Ensure Maximum Revenue from Customer Centricity

Start and End times: first day - 8:30am-5pm, all other days 9am-5pm unless otherwise specified. Your registration confirmation notice will confirm the hotel/conference center for the seminar for which you registered. The information included on this page is all the information available on this seminar. Please use form below to register only. To request information that is not included above please send an email to . Remember to specify the complete seminar number about which you are requesting information.

For information about bringing a course to your site please call 919-480-2550 or email the registry at .

If this course or the dates/locations below do not have what you are looking for, then click here and we will find it for you right away. It will save you a lot of time and energy finding it yourself.

** Online Registration & Fee Information ** Please use form below to register only. To request information that is not included above please send an email to . Remember to specify the complete seminar number about which you are requesting information.

Select date/location & complete form below. Then, click on 'Send'

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After submitting your online registration you will receive registration confirmation and invoice within 7-10 business days. You may pay by credit card or check. Confirmation information will also include location and other pertinent course information.
Always state priority code XNBB to your customer service representative when registering directly by phone.

Note: Prices are subject to change without notice. To confirm the price of your session, select the session above and click “Send”. Discounts apply for groups of three or more people. Call for details. Federal government employees are eligible for special GSA pricing for many seminars.

AMA's main conference centers
Seminars scheduled for the cities below are held at the locations listed below. For location information for other cities in which AMA seminars are held please call or email for information.

New York
AMA executive Conference Center
1601 Broadway New York, NY 10019
American Management Association (Located in the same building as the Crowne Plaza Hotel) 1601 Broadway On Broadway and 48th Street near Times Square. Entrance is on 48th Street.

AMA executive Conference Center (adjacent to the Marroitt O'Hare)
8655 west higgins rd
Chicago, IL 60631

San Francisco
AMA executive Conference Center is located in San Francisco Marriott Hotel
55 Fourth Street 2nd Level
San Francisco, CA 94103

AMA Executive Conference Center
Address: 1170 Peachtree Street Ne Cnr Peachtree & 14th (3rd Flr)
City, State, Zip: Atlanta, GA 30309

Washington, DC
Arlington, Virginia
2345 Crystal Drive, Suite 200
Arlington, VA 22202

If you are not paying via credit card, you will receive an invoice with payment instructions.

Cancellation Policy:
If you cannot attend a seminar you can contact AMA in advance to transfer to a future session, or you can send someone to take your place. If you need to cancel your attendance, AMA will give you a complete refund if you cancel more than three weeks before your seminar begins. To cancel, simply email us at . If you cancel with less than three weeks’ advance notice, you will be liable for the entire seminar fee. Once your payment has been received, you may request a courtesy transfer to use at any future AMA seminar of equal or lesser length. The courtesy transfer must be used within one year of the date of your originally scheduled seminar. In fairness to all attendees, if you do not attend a seminar session for which you are confirmed and do not contact AMA to cancel in advance, you will be charged the entire seminar fee.

AMA grants courtesy transfers to people who cannot attend their scheduled sessions. You can use a courtesy transfer for any seminar of equal or lesser length than the original seminar. You must use your courtesy transfer within one year of the date of your originally scheduled seminar.

AMA guarantees the quality of our seminars. If, for any reason, you are not satisfied with a seminar for which you have paid, AMA will give you credit toward another seminar of comparable price or will refund your fee.

You can also register by emailing your registration information to us at or calling us at 919-480-2550.

For additional information and schedules call 919-847-0331.

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