More information: https://flevy.com/browse/flevypro/customer-centric-culture-of-innovation-3828 A large majority of organizations rarely focus on gathering and utilizing customer-centric knowledge. So much so that they even introduce a product without having vital insights on the customer and their unmet needs, and they are often clueless about them. Consequently, many product development initiatives fall flat as managers struggle to filter and evaluate ideas. Customer-centric organizations are deeply focused towards value creation for their customers. They understand the unique customer insights needed to make customer-centric decisions, are able to gather those customer insights, and are aware of the way to utilize the insights in creating value for their customers. At customer-centric organizations, the workforce and managers are adept at using the right customer data and extracting unique, meaningful customer insights. In order to develop this capability, organizations need to first utilize a customer-centric research process to gather the customer insights required to drive value creation. This presentation highlights the approach to building a Customer-centric Culture of Innovation in detail. The approach entails 3 key phases: 1. Qualitative Insights: Apply Customer-centric Fundamentals 2. Quantitative Insights: Quantify Opportunities That Exist 3. Implementation: Leverage New Customer Insights for Growth The slide deck also includes some slide templates for you to use in your own business presentations.

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The Secret to Success in the Digital Age: Building a
Customer-Centric Culture of Innovation
Contributed by Mark Bridges on June 18, 2019 in Strategy, Marketing, & Sales
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A large majority of organizations rarely focus on gathering and utilizing customer-centric knowledge. So much so that they even introduce a
product without having vital insights on the customer and their unmet needs, and they are often clueless about them. Consequently, many
product development initiatives fall flat as managers struggle to filter and evaluate ideas.
Most organizations, today, are developing initiatives around Customer Experience Strategy and Customer Journey Mapping. Customer-
centric Organizations, on the other hand, are deeply focused towards value creation for their customers. They understand the unique
customer insights needed to make customer-centric decisions, are able to gather those customer insights, and are aware of the way to utilize
the insights in creating value for their customers. By using customer insights, Customer-centric Organizations drive their product innovation
success rate significantly higher than the industry average.

2. 10/23/2019 The Secret to Success in the Digital Age: Building a Customer-Centric Culture of Innovation | flevy.com/blog
flevy.com/blog/the-secret-to-success-in-the-digital-age-building-a-customer-centric-culture-of-innovation/ 2/11
In order to develop this capability, organizations need to first utilize a customer-centric
research process to gather the customer insights required to drive value creation. This is
accomplished when:
They know the desired unique customer insights needed to make customer-centric
decision.
They are able to gather the required customer insights.
They realize the proper time and way to utilize the insights in making value creation
focused business decisions.
Building a Customer-centric Culture of Innovation warrants a methodical approach. A
potent approach to building such a culture of innovation encompasses 3 key phases:
1. Qualitative Insights: Apply Customer-Centric Fundamentals – The first phase commences by organizing an intensive day-long
workshop for each cross-functional product team. The teams engage in a unique customer journey where they employ a “jobs-to-be-
done” lens to analyze their market, and identify valuable, qualitative customer insights needed to drive customer-centric decision making.
2. Quantitative Insights: Quantify Opportunities that Exist – This phase entails conducting quantitative research to rank the most
critical customer insights needed to develop customer-centric data model. The insights available through this data set help the company
in making customer-centric business decisions for years to come.
3. Implementation: Leverage New Customer Insights for Growth – In this phase, managers and employees across the
organization are trained on utilizing the insights to devise market and product strategies, and to encourage customer-centric growth.

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Let’s take a deeper dive into the first phase of this process.
Qualitative Insights: Apply Customer-Centric Fundamentals
The first phase commences by organizing an intensive workshop for each cross-functional product team. It is typically a day-long session
where the teams engage in a unique customer journey. They employ a “jobs-to-be-done” lens to analyze their market and identify valuable,
qualitative customer insights needed to drive customer-centric decision making. The qualitative customer insights developed during the first
phase serve as an indispensable, long-term guide in the journey to a customer-centric mindset.
During phase I, each product team is trained on customer-centric philosophy in a workshop settings. The workshop participants participate
in qualitative research discussions designed to obtain critical customer information, and understand using fresh insights in making customer-
centric business decisions in their market. Upon completion of the initial phase, the product team is able to develop a shared innovation
vocabulary and gather customer insights to make customer-centric marketing and product development decisions.
Interested in learning about the third phase of the approach to Customer-centric Culture of Innovation? You can download an editable
PowerPoint on Customer-centric Culture of Innovation here on the Flevy documents marketplace.
Are you a Management Consultant?
You can download this and hundreds of other consulting frameworks and consulting training guides from the FlevyPro library.
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About Mark Bridges
Mark Bridges is a Senior Director of Strategy at Flevy. Flevy is your go-to resource for best practices in business management, covering
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