With the proliferation of social networks and other online platforms, buyers are turning to the Internet to arm themselves with as much knowledge as they can, both about what their own needs are and how the marketplace can meet them. It's a fact: You are no longer in complete control of customers' perceptions of your products or services. You need to retool.

John Holland, Co-Founder of CustomerCentric Selling®—a proven methodology for predictably improving revenue growth and sales performance—will present a groundbreaking new approach that's guaranteed to help you control every moment of the buying cycle. Based on material from his new book, Rethinking the Sales Cycle, John will reveal how buyer behavior has changed and explains why traditional sales approaches are all but guaranteed to fail.

He will describe the new phases of customer acquisition, and present a step-by-step model that organizations can execute in order to win market share and achieve a sustainable competitive advantage by delivering a superior customer experience. Following the keynote, Diane Albano—who successfully implemented the CustomerCentric Selling methodology at two different organizations—will present a case study. It will be followed by a Q&A session with the audience.

Event Keynote

John Holland – Co-Founder & Co-Author, CustomerCentric Selling®

In coauthoring and helping launch CustomerCentric Selling in 2002, John R. Holland leveraged more than 20 years' experience in sales, sales management and consulting. As a sales consultant, he helped many diverse organizations design and implement a standard sales process. He has worked with technology, overnight delivery, language localization, leasing, temporary housing and financial services companies.

In 2003, McGraw-Hill published CustomerCentric Selling, which Holland and Mike Bosworth, the original author of Solution Selling, coauthored. Holland has had articles published by Sales and Marketing Executive Report, Selling Power and American Salesman. He was commissioned to write a white paper on best practices in CRM, focusing on integrating automation with sales process. He has spoken on various topics for organizations including SMEI, The American Marketing Association and Software Success.

Holland earned a degree in Mechanical Engineering from Northeastern University before starting his career in high technology with IBM's General Systems Division. In addition to being one of four principals in CustomerCentric Selling, Holland serves in an Advisory Board capacity with selected companies, providing guidance and advice about product direction, service offerings, and overall sales and marketing strategies. For more information about CustomerCentric Selling, please visit www.customercentric.com

Diane Albano

Diane Albano is a Sales and Marketing executive with more than 25 years of High Technology industry experience. Albano began her career working for technology giants Burroughs and Xerox, after which she joined Digital Equipment Corporation. While there, she served in various sales, sales management, global account management and executive leadership positions, and ran the worldwide Aerospace industry sector and managed the go-to-market strategies for all the vertical industries in the Americas.

Albano then moved to Genuity, where she managed a team of over 900 sales and marketing associates and assisted in growing the revenue to over $1.3 billion. Following Genuity, she moved on to senior leadership roles at Aspen Technology, Progress Software, FAST (acquired by Microsoft) and Workscape and now runs her own consulting company where she helps clients realize the potential in their sales organization and works to diagnose the necessary movements for success.

While at FAST and Workscape, Albano implemented CustomerCentric Selling and successfully rolled it out to the entire sales organization. Albano earned her B.A. in Economics from the University of Massachusetts and completed PMD61 at Harvard University.

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