Customer-Focused
Leadership


Just 30% of customers can make or break a business -- particularly in turbulent times.  Ask yourself:  (1) Which 10% of your customers have the most promise for growth -- and how can you tap into that while building their confidence in your firm?  (2) Which 10% are most at risk -- and how can you reshape their customer experience to reduce the churn?  Finally, (3) which 10% are a drain on scarce resources with only scant payoff -- and how can you get smarter about that.  Those are foremost issues for astute business leaders navigating a rough marketplace. They are the current emphasis of Fred Wiersema's decades-long research into the practices and cultures of winning companies.

Dr. Fred Wiersema is best known for putting customer intimacy on the map and guiding companies to achieve it.  His five books, including the influential NY Times and #1 Business Week bestseller The Discipline of Market Leaders and its follow-up Customer Intimacy, have found a global following with over a million copies in print in 18 languages. 

• He advises senior execs on customer strategy and directs leadership team sessions.  His pragmatic style, distinct point-of-view and keen eye for pivotal actions all resonate strongy with managers.
  
• In his fast-paced customer intimacy workshops, managers take a fresh look at their market-readiness, explore how to calibrate their business practices and discover what it takes to shape a high-impact customer culture.
  
• Fred is a captivating keynote speaker who has addressed audiences in 29 countries.  He was previously a business school professor and senior high-tech executive; his doctorate is from Harvard B-School. 
  
• He was recently recognized as distinguished fellow by ISBM - Institute for the
  Study of Business Markets at Penn State University for his accomplishments and thought leadership in the business-to-business domain.