The 5 Principles Of Customer-Centricity
The purpose of the 5 Principles of Customer-Centricity is to provide companies with a better understanding of the key processes underlying the implementation of a customer-centric Maturity model, as well as to engage senior management and the workforce in avoiding delays, mistakes and misunderstandings along the customer-oriented transformation path.
If you are using customer-centric management approach for the first time, the 5 Principles are a good starting point that may help you realize the real implications of such a journey. The 5 Principles can also serve as guiding propositions to help you decide whether to move forward in the implementation of a customer-centric management initiative, well before committing any resource or budget to the process.
The 5 Principles constitute a set of recommendations that any company can follow to improve the experience and performance of those working on the implementation of a customer-centric management strategy and to make managers’ and executives’ actions more efficient and better aligned with the organization’s goals.
Last but not least, the 5 Principles summarize best practices among successful customer-centered companies and how they share a common focus on the customer across the whole organization.
Finally… the 5 Principles
The 5 Principles of Customer-Centricity are:
- The customer is the most important asset of the company
- The company makes every effort possible to build long-term relationships with the customer
- Gathering, analysing and disseminating customer knowledge is critical for profitability
- People’s attitude and motivation to innovate set the mood for customer continuous satisfaction
- Leadership and an entrepreneurial mindset generate continuous customer-centered business opportunities
You can download the 5 Principles of Customer-Centricity sheet here.