Customer Centricity Axisof High Performance May2008

The document discusses how focusing on customer centricity is key to high performance in today's complex commercial landscape. Customer expectations are rising as they have more options and their perceptions are shaped by many interactions. To succeed, organizations must understand customers, deliver excellent experiences end-to-end centered around customer needs and intentions, and do so with the speed and flexibility demanded by the market. Achieving true customer centricity is challenging but critical for organizations to remain relevant.