MRI Benchmark Accreditation Course - for Partners

Includes all of the Modules, Presentations and Exercises

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This online module comprises the learning material for MarketCulture's Customer-Centric Culture Foundation Course.

Course Summary:

Module 1 – The Why and What of Customer Culture

Module 2 – The How - Best Practices in Building a Customer-Centric Culture

Module 3 – Building the Business Case and Getting Support

Module 4 – Taking Action to Move Forward

Module 5 – Customer Culture Project and Online Examination

Participant Benefits
1. To receive a foundational understanding of the practices and tools that can shape your culture around the customer and move the drivers of customer experience forward in your organization.
2. To develop a business case for taking the next step in your organization to strengthen customer culture practices.
3. To gain practical knowledge that you are encouraged to use in your organization.
4. To widen your influence with colleagues and senior leaders through a credible, proven framework, measurement and action system.
5. To be part of a connected community of customer culture practice professionals.
6. To see a pathway for you as a professional to gain accredited expertise and higher-level leadership.


Your Instructor


Dr Linden R. Brown
Dr Linden R. Brown

Dr Linden Brown has worked as a management consultant, academic and an entrepreneur in start-up organizations. For more than 20 years he has worked with multi-national firms in North America, Europe and Asia-Pacific to develop their market-focus capabilities and business strategies. He has had Visiting Professor appointments at several universities including INSEAD (France), Cranfield (England) and the University of Technology, Sydney (Australia). Linden has published 14 books on management, marketing and strategy.


Sean Crichton-Browne has wide business experience in how companies develop a focus around customers that helps them to grow and prosper. He has deep knowledge and experience in sales and sales management and has owned and managed his own solutions company for more than 25 years in Sydney. Sean works with MarketCulture clients and accredited partners to identify their needs and what solutions are relevant to satisfying those needs. He has particular knowledge and experience in the service and technology industries.

Chris L Brown is the co-author of the award winning book, The Customer Culture Imperative. He specializes in working with companies to create customer-obsessed cultures and is currently CEO of MarketCulture. His previous post as Marketing Director for Hewlett-Packard, South Pacific Region provides him the firsthand knowledge of the challenges facing leaders trying to create a stronger external focus. Chris’s finance background and roles in marketing enable him to evaluate the profit-impact of culture initiatives and business strategies. He also served as Executive Vice President for Programming in Silicon Valley for the American Marketing Association. Chris is currently a Doctoral Candidate at Pepperdine University in Malibu, California.

Course Curriculum


  Introduction to the Course Approach and Resources
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  Module 1 – The Why and What of Customer Culture
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  Module 2 – The How - Best Practices in Shaping a Stronger Customer Culture
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  Team Meeting 1
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  Module 3 – Building the Business Case and Getting Support
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  Participant Team Meeting 2
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  Module 4: Taking Action to Move Forward
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  Participant Team Meeting 3
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  Module 5 - Customer Culture Project Completion + Online Knowledge Test
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  Module 6 - Congratulations you are now a Certified Customer-Centric Culture Practitioner
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