The document outlines a customer centricity model and agenda for building a customer-centric organization. It includes building blocks like solution mindset, customer lifecycle views, advice orientation and frontline customer interface. It contrasts a product-focused versus customer-centric approach and describes key elements like tailored business processes, cross-functional teaming and customer-focused strategy. The slides provide templates to map customer value, capabilities and enablers to achieve customer centricity.

1. Customer Centricity Model
Your Company Name

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2
Agenda

3. Centric Organization Template 1
3
Building
Blocks
Solution
Mindset
Customer Lifecycle and
Journey Views
Advice
Bonding
Frontline Customer
Interface
Fit-For-Purpose
Business Processes
Cross-Functional
Effort
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4. Centric Organization Template 2
4
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Retention
Loyalty
Business Results
Customer-Centricity
CustomerVoice
CustomerIntelligence&
CLV
EngagingInternally
CXImprovementand
Innovation
EngagingExternally
Customer-Focused Corporate Strategy

5. Centric Organization Template 3
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Customer
Centric
Marketing
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Learn
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Align
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Map
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Engage and Transform
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Measure

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• Discrete transaction at a point in time
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• Customer life-cycle orientation
• Work with customer to solve both immediate
and long-term issues
• Narrow definition of the customer value
proposition
• Off-the-shelf products
• Broad definition of the customer value proposition
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• Perceived as outsider selling in
• Push products
• Transactional relationship
• Working as an insider
• Solution focus
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• Centrally driven
• Limited decision making power in field
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• Innovation and authority at the front line with the
customer
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• “One size fits all” processes
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• Tailored business streams
• Balance between customization and complexity
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• Rigid organizational boundaries
• Organizational silos control resources
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• Cross-organizational teaming
• Join credit
• Add your text here
Customer-CentricProduct-Focused
Centric Organization Template 4
Customer Orientation
Solution Mindset
Advice Orientation
Customer Interface
Business Processes
Organizational Linkages & Metrics
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7. Centric Organization Template 5
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Customer segments that we want to excel and dominate
The unique value targeted customers receive through our
products and services
The Critical few things that must be done well to deliver
the customer value
Basic building blocks to enable the creation of such
capabilities
Critical Capabilities
Enablers
Customer
Value

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Additional
Slides

9. 9
Meet Our Team
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Name Here
Designation
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Name Here
Designation
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Name Here
Designation
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10. Financial 10
40%
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Minimum
60%
Medium
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75%
Maximum
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Our Mission
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Goal
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Vision
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Mission
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12. Timeline
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01
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2013
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“OPPORTUNITY IS MISSED BY MOST
PEOPLE because it dressed in overalls and look
likes work.
Quotes
“
Thomas Edison

14. Hierarchy
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15. Mind Map
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16. Matrix
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17. Funnel
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Project 1
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5/5/2018 5/6/2018 5/7/2018 5/8/2018 5/9/2018
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Thank You
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