Draw a circle and in the middle of it, draw a picture of a person and write the words, “customer centricity.” This is usually what executives visualize when they talk about becoming a customer-centric ...

The HBR Executive Playbook on building an organization where customer success is the foundation of long-term growth. by Rachel DuRose Customer-centric organizations follow a simple principle: ...

Sometimes the secret to making progress toward a customer-centric strategy as a cross-organizational principle is the verb, "compromise." In business, “collaboration” is the default answer to the ...

Identify any areas within your product, processes or business model that hinder customers from fully appreciating what you offer. This could involve experiencing your company’s services firsthand. For ...

Here we explore 10 fundamental traits that provide the foundational stepping stones for an organization to become more customer-centric. In today’s world a "typical day" for marketers no longer exists ...

Editor’s note: Leadership Lens, appearing online at scmr.com on the second Tuesday of each month, offers insight into leadership issues and how to address them. If you are interested in future topics, ...

A Five-Step Roadmap to Become a Customer-Centric Company By Brian Solis To drive growth in this new economy takes more than transferring existing models and processes to digital touchpoints. It ...