Product Description
89 slides
Research suggests that there are many paradigms of customer centricity, some simple and some comprehensive, some come with a ‘silver bullet’ – e.g. technology and CRM systems – and some do not. Our review found a variety of points of view on the most important components and how to achieve true customer centricity. However, all were aligned in a common view of the importance of choosing a core customer set, knowing and responding to their needs, building connections, and generating valuable outcomes for these customers over a relevant timeframe (e.g. working in years), while enabling a mutually profitable relationship.
To support dialogue on that question, we set out to answer four key questions:
- What is customer centricity and why is it important?
- What is the existing state of customer centricity, what success have organizations had in implementing it and how has it evolved?
- What are the key dimensions of a customer-centric model?
- What should organizations do to execute a customer-centric strategy and ensure its long term sustainability?
Immediate access and full-use licence: USD2,000 local – USD7,500 global.
