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Explaining Customer Centricity With a Diagram

Explaining Customer Centricity With a Diagram
Don Peppers

LinkedIn
Posted January 23, 2013

What does it mean to be “customer-centric” as a business? Assuming that you start with a quality product and service, being customer-centric means understanding the customer’s point of view and respecting the customer’s interest. You fix problems, handle complaints, and remember individual customer preferences.

But customer centricity isn’t merely a matter of adding up these different components of quality, service, insight and responsiveness. You can introduce all these ideas into your business model, but if you don’t grapple with your company’s most basic strategic objective, then sooner or later your efforts will fail.

(read more)

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