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Building A Customer Centric Culture

The document discusses building a truly customer-centric culture. While many companies claim to be customer-centric, their actions often do not match this. Research shows that customers generally perceive companies as less customer-focused than the companies perceive themselves. True customer-centric organizations have reoriented their entire operating model around customers, focusing on understanding customer values and the value customers provide to increase satisfaction and profits. They align strategies and business processes to deliver the greatest value to best customers at the lowest cost.

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Jaivin Rambojun
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© Attribution Non-Commercial (BY-NC)
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Download as PPTX, PDF, TXT or read online on Scribd
31 views

Building A Customer Centric Culture

The document discusses building a truly customer-centric culture. While many companies claim to be customer-centric, their actions often do not match this. Research shows that customers generally perceive companies as less customer-focused than the companies perceive themselves. True customer-centric organizations have reoriented their entire operating model around customers, focusing on understanding customer values and the value customers provide to increase satisfaction and profits. They align strategies and business processes to deliver the greatest value to best customers at the lowest cost.

Uploaded by

Jaivin Rambojun
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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BUILDING A CUSTOMER CENTRIC CULTURE

Its popular to tout customer centricity, yet it is very difficult to consistently demonstrate.
-

Lynn Hunsaker, head of Clear Action Consulting

The word centric means having a specifi c thing as the focus of attention and efforts. Customer-centric means that concerns other than the customers wellbeing are in the background while the customer stays in the foreground.

That may seem simple enough, yet reality proves the elusiveness of customer-centricity. In Accentures Delivering the Promise study, 75 percent of executives viewed their customer service as above-average, while 59 percent of their customers reported their experience with these companies service as somewhat to extremely dissatisfying. Likewise, in CMO Councils Customer Affinity study, half the companies said they are extremely customer-centric, but only a tenth of their customers agreed.

What distinguish customer centric organisation from other companies that proclaim their customer focus?

- Theyve moved beyond lip service and reoriented their entire operating model around the customer, increasing customer satisfaction and their own profitability in the process.

Customer centric organisation understand not only what the customer values, but also the value the customer represents to their bottom line. They align their operating models behind a carefully defined and quantified customer segmentation strategy and tailor business streams-product development, demand generation, production and scheduling, supply chain, customer care. . to deliver the greatest value to the best customers for the least cost.

Striking the right balance between customer pleasure and company profit. To achieve this balance, organisation must demonstrate not just advertise the 6 winning traits.

Customer life cycle view Solution mindset Advice bundling Can do customer interface Fit for purpose business processes Collective, cross function effort

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