This document discusses what constitutes a customer-centric culture and how to measure it. A customer-centric culture means creating maximum value for customers at a profit by understanding customer needs better than competitors. It involves understanding each employee's role in serving customers. The Market Responsiveness Index measures 8 behaviors that drive customer-centricity across 5 external drivers like customer insight and 3 internal enablers like empowerment. These behaviors impact business outcomes such as customer satisfaction, innovation, and profitability. Companies can benchmark their behaviors against high performers to improve their customer culture and performance.