Customer Centricity

What is customer centricity? Customer centricity is the ability of an organization to understand customers' situations, perceptions and expectations and act accordingly. In continuation of the last post on customer collaboration here is the second and final part on customer centricity.

Customers start the business relationship with a single expectation from all the suppliers. They expect reliability. And then, with the degree of support and delivery by the supplier, the expectations increase to profitability, differentiation and finally innovation and growth (see the attached diagram). In each of these expectation stages, the supplier needs to change its approaches, tools, processes, services, deliveries keeping a single point agenda of optimizing customer satisfaction. That is the true essence of customer centricity.

Customer centricity is critical for the supplier's growth and sustainability. But it should be 'at a cost' and not 'at any cost'. To build a customer-centric culture, an organization needs highly skilled customer business team, then only it is a competitive edge.

Call us @ www.boilingpoint212.com to build your customer teams.