Marketing Transformation Leadership Forum

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• Our Findings
• The Journey
• Building capabilities
• Customer experience management
• Customer centricity
• Measurement and ROI

Customer centricity

Successful businesses put the customer at the heart of management thinking. Chief executives are increasingly looking to marketing to make sure this is happening.

It’s an exciting development, broadening the remit for marketing while creating a need for new skills and approaches. But how should marketers champion the customer and how do we influence operational activities?

• What is customer centricity?
• What are the practical steps to accelerating change?
• How do we measure progress?
• How can marketing lead change?

The Marketing Transformation Leadership Forum met in February 2010 to discuss and debate these issues. Our report, video interviews, case studies and blogs are available now - use the navigation on the right of this page.

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