Customer Centric Transformation

Описание: Customer Centricity is one of the six capabilities of Building Block 1 in the Digital Capability Framework.

It's defined as the capability of focusing on the most valuable customers by using modern technologies.

This helps organisations achieve a strategic advantage and increasing long-term profits through the alignment of its products and services with the needs and desires of the right customers.

To embrace customer-centricity in a proper way leaders need to ensure customer success lives at the heart of transformation.

To kick off the customer conversation with the senior leadership team start with these five questions:

1. How will we be able to ensure our customers achieve huge value from what they buy from us?

2. Do we have any antiquated offerings that no longer provide customers with incredible value?

3. How can we capitalise on the value realised by our customers?

4. What’s the current maturity level of our customer centricity capability?

5. What can we do to improve on that maturity level?


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