The authors of “Selling in the Age of Ceaseless Change: The 2018-2019 Sales Performance Report” discovered that customer centricity is key to sales success. They introduced three main characteristics of a successful sales organisation: Having a customer-centric culture Sales processes that are dynamically aligned with the customer’s purchase path Ability […]
Customer centricity
52 posts
Customer valuation and customer centricity need to go hand in hand, if a company wants to be and stay successful. We have been postulating for years now, that truly customer-centric companies have above average capabilities to create mutual value. This means that they generate high levels of value both for […]
Creating a customer-centric culture is one of the biggest challenge on the path to customer centricity. Here are a few thoughts on how to get there.
The big question for many marketing and sales managers is how to choose technology wisely and what this has to do with customer centricity. This article gives some helpful hints.
Innovation & Customer Centricity: While digital tools can advance customer centricity, customer-centric thinking must steer the use of digital tools.
Still many people think customer centricity is still a fantasy. It is something to put in the company’s mission statement but not something that is real. Apart from not believing that customer centricity exists, customer centricity is a hard and complex game to master. Please find five enticing stats that […]
Customer centricity is usually definied in a limited way with value creation for the customer (CX), not focussing on offerings or simply listening to the customer. So far there is no clear understanding what customer centricity really means. Our definition of customer centricity is composed of two central building blocks: […]
Today, it is all about frustration. At the end of 2016 there is a big why in our heads. Why are so many companies unwilling to ask what the customer really wants and act accordingly? How many meetings did we have in 2016 where managers fought for the idea that […]
Social media is powerful? You aim to get closer to your customers? You want to improve your customer centricity? And we all know – this has to be authentic and real, no? Watch another “brave” example of how organisations apparently underestimate the shift and resources which are needed to use […]
Making a company customer-centric must go along with a cultural shift. One key to such a cultural transformation lies in a leadership that has a convincing, yet realistic, narrative to tell and that is prepared to walk the talk. Transforming organisations need leaders who clearly communicate the company’s strategic intent, […]
Truly customer-centric companies are characterised by two elements: Firstly, they have got the offering, customer experience, touchpoint usage, processes and tools right to create mutual value – i.e. value both for themselves and for their customers. Secondly, they have an inclusive culture that allows working seamlessly across functional silos within […]
