Video from a Live Talks Business Forum featuring Harley Manning in conversation with Keith Ferrazzi. Held on October 4, 2012 in downtown Los Angeles at Gensler. For more info on Live Talks Business Forums visit,

Harley Manning is Vice President & Research Director at Forrester Research. He shares how international brands are maximizing customer-centric service to increase profits.

Today, when consumers can easily compare products and pricing, managing their experience of your brand will determine whether your business thrives or fails. Based on more than 14 years of research, Outside In: The Power of Putting Your Customers at the Center of Your Business examines why we live today in the “age of the customer”–and why companies must do more than pay lip service to the idea of pleasing them.

For most industries, customer service is the greatest untapped source of decreased costs and increased revenues. Outside In examines more than 80 case studies from around the world. It breaks down the essential matrix of relationships between a company’s partners, employees and customers that determine the quality of customer interactions.

FORRESTER RESEARCH, INC. (Nasdaq: FORR) is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology. Forrester works with professionals in 17 key roles at major companies providing proprietary research, customer insight, consulting, events, and peer-to-peer executive programs. For more than 29 years, Forrester has been making IT, marketing, and technology industry leaders successful every day. Prior to Outside In, Forrester published the 2008 bestseller Groundswell, and 2010’s Empowered.

Keith Ferrazzi is an expert on business relationship development, is the author of the bestseller, Who’s Got Your Back. As CEO of the consulting, training, and research firm Ferrazzi Greenlight, he counsels leading business enterprises on how to dramatically accelerate the development of business relationships to drive sales, spark innovation, and create team cohesion. Ferrazzi has been published in The Wall Street Journal, Harvard Business Review, Inc., and Fast Company. His previous book, Never Eat Alone, was a also a bestseller. He has held the position of Chief Marketing Officer at Deloitte Consulting, and later at Starwood Hotels. For more information visit him at: We welcome Keith Back to Live Talks Business. He last interviewed then CEO of SAP North America.

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