What is involved in becoming a customer-centric organization?

Customer centric definition

Customer-centric refers to placing the wants and needs of the customer as the centre of a company's marketing effort, focusing on customers rather than sales

Benefit

Being customer-centric results in the building and maintaining of long term relationships with profitable customers, ultimately earning long term profits.

Steps to a customer-centric organization

Understanding the customer's needs and requirements is the key to delivering the right product at the right time to promote customer satisfaction. This can be done by having clear customer segmentation so the needs of each unique segment can be effectively met. Through this, it also allows organizations to better allocate limited resources to maximize customer acquisition, retention and profitability.

Promote knowledge of marketplace in entire organization allows all staffs to be more aware of the customer needs in all level of the organization. This promotes customer centric services and products in all levels including customer services and not just a suitable product. This can be done in the by organizing training or talks for the staffs.

Listen and responding to customer’s feedbacks and ever-changing needs is also an important step to becoming customer-centric. This requires providing a channel for customers to escalate their opinions and feedbacks. It requires ongoing obtaining and analyzing of customer’s response from all touch-points that a customer has with the organization. After analyzing, responding includes planning and implementing strategies to improve on customer experience.