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Top : Customer Centricity: Another new term on the customer service map, but the question is: What does it mean? Is this just more fancy buzz words to get customer service consultants employed? A way to combat a recession? You decide if customer centric means something useful to you and your company.
The Customer Centric Organization
"Customer Centric" is one of those fairly new buzzwords that experts toss about, but it's also hard to a) figure out what it actually means in terms of action, and b) one gets the feeling that it means different things to different people who use the term.
In this section we'll explore some of the aspects involved -- what customer centric means, whether it's something good for companies and customers, and hopefully, what it means in terms of what companies and customer service reps. should DO.
A caution that you should consider. Remember that while the customer is important so is balance, so that by focusing too much on the customer, it is possible to do things that will drive companies out of business. After all, even customer centricity should be a business tool.
All About The Customer Centred Organization
Next-Generation Customer-Centricity - by Cristian MitreanuOne of the most popular business concepts today, customer-centricity, has a dirty little secret. It is the concept with one of the loosest definitions out there. Most researchers, and business executives alike, are content with the widespread and broad definition of customer-centricity as the capacity to understand and respond to the customer's needs.""Over the years, several researchers have highlighted the limitations of customer-centricity%u2019s conventional definition. Unfortunately, most ( if not all ) research initiatives have failed to see the various interpretations as evolutionary stages of the same broad concept."""In practice, both approaches proved to be unproductive and confusing, leading to potential conflicts with the conventional beliefs. Additionally, at best these approaches can only be applied in limited situations.""Following the concept%u2019s evolution from a historical perspective as well as from a customer knowledge and focus perspective, this article aims to explore a new, higher level of customer-centricity - Customer Issues Centricity. (Added: 20-Mar-2011 Hits: 180 )
Customer Centric Employee Engagement - by Lynn Hunsaker
Organizations that are centered around their customers know that it's not a part-time role. To truly be customer-centric, everyone company-wide needs to have a deep understanding of the customer's world. And beyond this sharp awareness, everyone needs to be constant in their personal alignment with the customer's world, exemplified by their decision-making and behaviors. Here are some great examples of companies whose customers agree are doing a superior job at being customer-centric. (Added: 31-Dec-2010 Hits: 363 )
Customer-Centric Market Model - by Scott Sehlhorst |
I've been developing a model for describing markets that emphasizes the critical customer-centric perspective that product managers need to have. This article is a first draft of that model - I'm sharing it here in hopes of getting feedback to improve the model and my approach for communicating it."Key goals of the model:"Provide a framework that helps product managers make decisions about products."Establish an outside-in bias that encourages product managers to think first about customers and second about implementation."Encourage teams to design products that solve real problems that people will pay to solve."Support both Agile and Waterfall development processes."Please comment below (or privately) with any feedback about the model or presentation thereof (both prose and graphics). Thanks in advance! (Added: 22-Jan-2011 Hits: 294 )
Customer Centric Hiring and Trust - by Lynn Hunsaker
When customer experience requirements guide the hiring process, a company is practicing outside-in thinking. In fact, most companies that are consistently listed as top customer service providers have very deliberate methods for choosing the right people who will properly represent the company's brand promise. (Added: 31-Dec-2010 Hits: 347 )
The Rise of the New Customer-Centric Economy - by Keith Fiveson
The journey to the current customer-centric economy is interesting. In the 1980s, factors such as product quality, organizational processes, logistics, and operations, played a major role in determining the life of a brand. Customers were just sales statistics relegated to the backseat. The ensuing years witnessed dramatic business process reinvention, product quality enhancement, and a more efficient supply-chain management. new (Added: 13-Apr-2012 Hits: 3 )
Putting Your Customer at Center? Constrain Yourself, or..(MUST read) - by Wim Rampen
I've read many papers, blogs and articles telling me what being Customer Centric is all about. I agree with most of them when they provide lists of the differences between the product centric and the Customer centric organization. I also like more recent views that we are in need of a more balanced network centric approach, taking all stakeholder interests and roles in the value creation process into account, although I feel many continue to overlook the (importance of the) Customer's role in that process. But this is not the essence of today's post. (Added: 31-Dec-2010 Hits: 313 )
Dell: From Customer Centric to Organization Centric - by Gerry McGovern
Dell began as a flexible and customer-centric organization. But as it grew it suffered big organization disease and focused on itself more than the customer.""If you go to the Dell website today the first thing it asks you is whether you are a Home User, Small Business, etc. I don't want to answer that question, thank you very much, Mr Dell. And from years of testing and analysis I know that about 90 percent of customers don't want to answer it either. So why do you keep asking it? (Added: 22-Jan-2011 Hits: 328 )
Seven requirements for becoming customer-centric | RetailCustomerExperience.com - by na
There is a lot of talk these days about putting the customer at the center of business thinking and operations. Whether motivated by the economy, competition or a shift in strategic focus, the dialogue in some hallways and boardrooms is starting to explore the following questions:""What would be different if we put the customer at the center?"What would have to change?"How would we get started?"How would it make us more successful?"Although many retailers are trying to embed a customer orientation into their organization's decision-making and culture, most are struggling to make real progress. dunnhumby's global experience in helping to transform large, complex organizations has helped define the seven requirements for customer-centric transformation. The following seven areas are necessary for a successful and sustainable transformation: (Added: 22-Jan-2011 Hits: 340 )
Customer Centric SWOT: Align Strategies to Customer Priorities - by Lynn Hunsaker
Start with your customer in mind whenever you use a management technique. Strategies that start with the customer set the stage for daily behaviors that are customer-centric.""The customer is left out of most templates you find in consultants' toolboxes or business classes. This causes self-centered or competitor-centered, or Wall Street-centered thinking, rather than customer-centered thinking. If customers are paying your way, why would you dare center your thinking on anyone else?""SWOT (Strengths-Weaknesses-Opportunities-Threats) is an often misunderstood tool. The goal of SWOT is to align your strengths with market opportunities within the context of what matters to your target customers. (Added: 31-Dec-2010 Hits: 366 )
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