What is Customer Centric?
Posted: Mon Jan 20, 2025 7:17 am
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What is Customer Centric?
The great challenge for organizations
All companies have as a priority goal to be able to provide a product or service that a third party considers relevant and is willing to pay a value for it. “The customer comes first”, “The customer is the most important”, “The customer is always right” are clear examples that show the importance of customers.
But do day-to-day operations, internal organisation of ig database and customer service areas really reflect this philosophy?
In most cases we believe not; we believe that companies have focused on their perspective against the perspective of the customers.
Customer Centric .
It refers to the concept that an organization bases all its processes, systems, transactions and basically all its operations on the customer's perspective. This is not a simple matter since there are no solutions that contemplate all the challenges that emerge with an initiative of this type.
We consider that some of the major challenges that organizations face are:
Effectiveness
Know how profitable customers are and treat them in a personalized way depending on their level of profitability.
Provide consistent service across all channels.
Proactivity
Predict customer needs, and deliver before they ask.
Plan of action
But how can each of these challenges be faced?
Knowledge:
Integrate all existing information regarding customers.
Efficiency:
Trigger required changes in processes, systems, etc.
Support initiatives that provide consistency in interaction across all channels.
Efficiency:
Measure profitability per customer.
Design products and services appropriate for each customer profile.
Proactivity
Possibility of escape.
Cross-selling.
Creating scenarios.
Given the magnitude of the challenges involved in an initiative of this type and the impacts that can be caused throughout the entire organization, the involvement and support of all management areas of the company is essential; being focused on the customer rather than a strategy is the only way to compete these days.
What is Customer Centric?
The great challenge for organizations
All companies have as a priority goal to be able to provide a product or service that a third party considers relevant and is willing to pay a value for it. “The customer comes first”, “The customer is the most important”, “The customer is always right” are clear examples that show the importance of customers.
But do day-to-day operations, internal organisation of ig database and customer service areas really reflect this philosophy?
In most cases we believe not; we believe that companies have focused on their perspective against the perspective of the customers.
Customer Centric .
It refers to the concept that an organization bases all its processes, systems, transactions and basically all its operations on the customer's perspective. This is not a simple matter since there are no solutions that contemplate all the challenges that emerge with an initiative of this type.
We consider that some of the major challenges that organizations face are:
Effectiveness
Know how profitable customers are and treat them in a personalized way depending on their level of profitability.
Provide consistent service across all channels.
Proactivity
Predict customer needs, and deliver before they ask.
Plan of action
But how can each of these challenges be faced?
Knowledge:
Integrate all existing information regarding customers.
Efficiency:
Trigger required changes in processes, systems, etc.
Support initiatives that provide consistency in interaction across all channels.
Efficiency:
Measure profitability per customer.
Design products and services appropriate for each customer profile.
Proactivity
Possibility of escape.
Cross-selling.
Creating scenarios.
Given the magnitude of the challenges involved in an initiative of this type and the impacts that can be caused throughout the entire organization, the involvement and support of all management areas of the company is essential; being focused on the customer rather than a strategy is the only way to compete these days.