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Value Creation and the Customer Centric Approach – San Francisco, CA

October 15 - October 16

Wharton San Francisco

Summary

“Customer centricity” is a management framework that challenges companies to build stronger relationships with customers through the use of data. But there are different, and often contradictory, perspectives about what customer centricity really means. This hands-on workshop serves to clarify the “customer centric” path, define the advantages of this shift from a “product centric” approach, and outline key elements for successful implementation in your firm.

Through this journey, the concepts of Value and Value Creation will also be addressed. Theory, hands on exercises, and practice will combine to provide the foundation to understanding what it means to manage for value and how to design management and performance measurement systems oriented around this goal. The art of value creation requires a blend of accounting, finance, business metrics, organizational design, corporate strategy, and psychology – position your firm for success as you apply these concepts and tools.

Topics

  • The importance of the lifetime value of a customer
  • Experience application of concepts through advanced simulation based learning
  • The shift from “product-centric” to “customer-centric” thinking
  • The tactical “building blocks” underlying customer centricity
  • Key elements of implementing a customer centric program
  • Profit advantages behind the customer centric approach
  • The dividing line between value creation and value destruction
  • Application of the Opportunity Cost of Capital (OCC) principle as it relates to value creation

Audience

Current and future leaders with 5+ years of experience.

Additional Info

Program agenda coming soon.

Location

Wharton San Francisco
2 Harrison Street, Floor 6
San Francisco, CA 94105
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Tuition

Cornerstone Rate: $3,000
Standard Rate: $6,000
Includes program fees, accommodations & meals.

Travel & Lodging

This program includes overnight hotel accommodations for October 14 and October 15. In order to guarantee hotel availability participants must register for the program by the hotel cut-off date. Hotel accommodation is not guaranteed for participants who register after the cut off date. Participants are responsible for their own travel expenses and for making their own travel arrangements to and from San Francisco.

Hotel Information
Le Meridien
333 Battery Street
San Francisco, CA 94111

Duration

This program is invitation only. Program dates and times are as follows:

Tuesday    October 15, 2019    7:30 am –  5:30 pm Evening activity to include
dinner and cocktails
Wednesday   October 16, 2019    7:30 am –  3:00 pm

Attire

Casual business attire is appropriate for the program.

Chubb Contact

Kathleen W. Overlin
Chubb Agency Education Manager
koverlin@chubb.com
615-975-0429

Faculty

Peter S. Fader

Peter S. Fader is the Frances and Pei-Yuan Chia Professor of Marketing at the Wharton School of the University of Pennsylvania. His expertise centers around the analysis of behavioral data to understand and forecast customer shopping/purchasing activities. He works with firms from a wide range of industries, such as consumer packaged goods, interactive media, financial services, retailing, and pharmaceuticals. Managerial applications focus on topics such as customer relationship management, lifetime value of the customer, and sales forecasting for new products. Much of his research highlights the consistent (but often surprising) behavioral patterns that exist across these industries and other seemingly different domains. These insights are reflected in his book, Customer Centricity: Focus on the Right Customers for Strategic Advantage.

David Wessels

David Wessels is an Adjunct Professor at the Wharton School of the University of Pennsylvania. Named by BusinessWeek as one of the nation’s top business school instructors, David teaches courses on corporate valuation, investment banking, and venture capital to undergraduates, MBAs, and executives in Philadelphia and San Francisco. He has been recognized by his students with the school’s top MBA teaching award, and recognized nationally for his research on organizational structure and financial performance. His book, Valuation: Measuring and Managing the Value of Companies, co-authored with McKinsey & Company partners Tim Koller and Marc Goedhart, is a standard text for corporate valuation and performance management.

Sarah Toms

Sarah E. Toms is executive director and co-founder of Wharton Interactive. She is a demonstrated thought leader in the educational technology field, fueled by a passion to find and develop innovative ways to make every learning environment active, engaging, more meaningful, and learner-centered. Her drive to modernize, transform, and democratize education led Sarah and her team to co-invent simpl.world, an open source simulation framework. She has spent more than twenty years as a leader in the technology sphere, and was an entrepreneur for more than a decade, founding companies that built global CRM, product development, productivity management, and financial systems. In addition, she is coauthor with Peter S. Fader of The Customer Centricity Playbook. She is dedicated to supporting women and girls in the technology field through her work with the Women in Tech Summit and techgirlz.org

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Details

Start:
October 15
End:
October 16
Event Categories:
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Venue

Wharton San Francisco
2 Harrison Street, Floor 6
San Francisco, CA 94105 United States
Phone:
(415) 296-2900

Organizers

Kathleen Overlin