Is your company living and breathing customer centricity? We are often asked what it takes to be truly customer-centric. There are many definitions of customer centricity and most of them have one thing in common: they don’t really help the practitioner. Our experience from multiple client engagements and our own research tells us that there are four key prerequisites for customer centricity in commercial and non-commercial organisations. They have to do with the way the organisation makes decisions, how the organisation is set up, how it creates and measures value and how it evolves over time.
We use our proprietary approach and our Customer Centricity Canvas to help our clients assess their organisation, develop the best strategy for achieving customer centricity and manage transformation successfully.
Read more about the pre-requisites for customer centricity and the process for getting there in this blog post.
