How do you build a customer-centric organization? When we focus on the methodologies, technology, and processes hard at work, we lose sight of how to make an organization work first for customers.

Step 2: Create a service blueprint to identify the future state of your customer-centric organization If the experience map is the current state, the service blueprint is the future state that ...

Many marketing organizations are playing a strategic role in helping to transform their companies from being operations- or product-centric to becoming more customer-centric. To have an impact on ...

What it really refers to is a customer-centric organizational design. Customer-centric approaches turn the problem on its head, intentionally mirroring the organizational structure with the ...

That customer-centric mindset is a must for CIOs today. “The traditional role of CIO as manager of technology and the organization’s data state are table stakes. Now CIOs have to enable ...

Learn the best ways to parlay your leadership style in a way that engages and inspires your managed employees and business colleagues to adopt and deliver a customer-centric business strategy. This ...

It's never been more important to create and sustain mutually valuable customer relationships. Download this guide for improving your execution of Customer-Centric Business Management, CBM, and learn ...

Success in today’s hyper-competitive marketplace requires retailers to provide great customer experiences. Great customer service experiences require every touchpoint between the brand and its ...