Customer Centricity President to Speak at PDMA's 7th Annual 'Voice of the Customer' Conference

Conference Designed to Helps Companies Listen to Customer Needs to Become Better Aligned and Customer-Focused

Hudson, New Hampshire, August 17, 2004: Customer Centricity, Inc. announced that its president and founder, Craig Bailey, will be a featured speaker at the Product Development and Management Association's (PDMA) Seventh Annual "Voice of the Customer" Conference to be held in San Francisco, December 7-10, 2004 at the Crowne Plaza Union Square Hotel.  This event, a joint initiative between The Product Development & Management Association (PDMA) and The Institute for International Research (IIR), will provide guidance and lessons for gaining a clear and detailed understanding of customer wants and needs.

"I am very pleased to have been selected to speak on an area that is a personal passion of mine," said Mr. Bailey.  "This conference represents such an outstanding opportunity for organizations to come together and share ways of becoming more attuned to their customers."

Mr. Bailey will be presenting on the topic, "Leveraging the Voice of the Customer to Maximize Business Results," where Customer Centricity will share practical approaches for assimilating feedback from all customer touch-points and learn how customer feedback is 'most crucial' to remaining competitive in this dynamic marketplace.

For more information or to register for the conference, please call 888.670.8200, email email@iirusa.com, or visit the website www.iirusa.com/voc.  Customer Centricity clients and newsletter subscribers will receive a 15% discount off the standard registration fees by mentioning the registration priority code SPKRM1639CB.

About Customer Centricity, Inc.

Customer Centricity, Inc., is a business consulting firm that works with companies to align their resources to exceed customer expectations in the most efficient and effective manner possible. We leverage our real-world experience to help our clients continuously improve their service delivery and management capabilities to:

• Increase profitability

• Improve customer satisfaction and retention

• Increase operational efficiencies

• Improve employee satisfaction

Customer Centricity optimizes the interaction between people, process and technology in several ways:

• Comprehensive assessment methodology to identify the actions that will yield our clients the greatest return

• Skills Training to enable customer-facing personnel to deliver exceptional levels of customer service

• Design and Implementation of business processes to serve the customer and manage corporate resources in efficient, effective and consistent manners

• Identification of the appropriate business processes to automate, enabling companies to get the most from their investments in technology

Customer Centricity’s approach is to work closely with our clients to help them understand what they are doing right, and their opportunities for improvement. We provide pragmatic recommendations that provide immediate benefits, and we drive continuous improvement programs to help our clients realize significant return on investment in a very short period of time (measured in weeks, not months or years).  To learn more about Customer Centricity, call 603/491-7948 or visit our web-site, www.customercentricity.biz

Note: “CRM Rx” and “Customer Service Rx” are service marks of Customer Centricity, Inc.