Leading the entire organization according to priorities of customers. What it is and what it isn’t –
and why it works successfully.
Customer proximity, customer orientation, customer relations management (CRM), each enterprise aligns itself with at least one of these programs. Therefore, many believe that Customer Centricity [CC] is just another word for these. In fact, CC goes far beyond what was mentioned above - a radically different corporate focus on the individual customer. Only in this way the enterprise, by individual customer control according to real customer needs and verifiable customer priorities, reaches a significantly better competitive position and sustainable growth in revenue, profits and (stock market) value.
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