Scribd Logo
Upload

Welcome to Scribd!

  • 2 - Customer Centricity

    Uploaded by

    MANINDER SYAMALA
    4 views6 pages
    The document discusses the concept of customer centricity. It defines customer centricity as a strategy that aligns a company's products and services with customers' current and future needs to maximize long-term financial value. It notes key differences between product-centric and customer-centric organizations, with the latter focusing on customer experience, lifecycle management, and mass customization. The document outlines elements of a customer-centric approach including culture, processes, value creation, innovation, and metrics to create a superior customer experience.

    Original Description:

    Original Title

    2 - Customer Centricity_a96c0fbdddd60886d0346c9323f7ede6

    Copyright

    © © All Rights Reserved

    Available Formats

    PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Report this Document
    The document discusses the concept of customer centricity. It defines customer centricity as a strategy that aligns a company's products and services with customers' current and future needs to maximize long-term financial value. It notes key differences between product-centric and customer-centric organizations, with the latter focusing on customer experience, lifecycle management, and mass customization. The document outlines elements of a customer-centric approach including culture, processes, value creation, innovation, and metrics to create a superior customer experience.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    4 views6 pages

    2 - Customer Centricity

    Uploaded by

    MANINDER SYAMALA
    The document discusses the concept of customer centricity. It defines customer centricity as a strategy that aligns a company's products and services with customers' current and future needs to maximize long-term financial value. It notes key differences between product-centric and customer-centric organizations, with the latter focusing on customer experience, lifecycle management, and mass customization. The document outlines elements of a customer-centric approach including culture, processes, value creation, innovation, and metrics to create a superior customer experience.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    of 6

    Customer Centricity

    Dr D Sriram
    Session Objectives
    ✥ By the end of the session, students are expected to:
    ※ Understand the concept of customer centricity
    ※ Appreciate differences between Product & Customer Centricity

    ※ Synthesize learning through a case analysis

    Dr D Sriram 2
    Customer Centricity?
    ✥ What is customer centricity?
    Parameters?
    ✥ Product centric vs Customer centric
    organizations
    Product
    Centricity Customer
    Centricity

    Product Centricity
    ü Product Expertise Customer Centricity
    ü Product Portfolio Management Ø Customer Experience
    ü Brand building Ø Customer Lifecycle Management
    Ø Mass customization

    Dr D Sriram 3
    Customer Centricity
    ✥ Why customer centricity?
    ※ Engaging, retaining customers

    ※ Customers have choices

    ※ Display split loyalty

    ✥ Customer Centricity
    A strategy that aligns a company’s development & delivery of its products /
    services with the current and future needs of a select set of customers to
    maximize long term financial value to the firm

    Dr D Sriram 4
    Customer Centricity
    ✥ Culture
    Customer Centric
    ✥ Process Leadership

    ✥ Value creation Metrics &


    Feedback
    Customer Insights

    ✥ Innovation

    Insight based
    Empowered CFUs
    NPD

    Customer
    Experience

    Dr D Sriram 5
    Elements of Customer Centricity
    Customer

    Superior
    01 Centric Mindset

    Customer
    Management
    05 Effective
    02 Interactions

    Consistent
    Service Quality
    04 03
    Pleasant
    Experience

    Dr D Sriram 6

    You might also like