BSI is a standards and certification company operating in 147 countries with 2,500 staff and over 64,000 customers, including 78% of FTSE 100 companies. The document discusses BSI's strategy to transition from a divisional structure to a more customer-centric organization focused on understanding customer needs in order to double revenues to £500M by 2016. Key initiatives include implementing a Voice of the Customer program through surveys to gain customer feedback, segmenting customers, and using survey results to improve processes and drive cross-selling opportunities. Initial survey results show high customer satisfaction and sales lead generation rates. Lessons learned include gaining executive support, linking voice of customer data to financial metrics, and effectively communicating results.