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Roadmap to a Customer-Centric Strategy

Canadian Management Centre

Part of the appeal of customer-centricity is that it takes very little business acumen to grasp its core concept. Focus intensely on customers, align your products or services with their interests, and voila: a customer-centric culture is born. Simple, right? Not quite. Becoming a truly customer-centric organization is perhaps one of the most difficult transitions an organization can make, fraught with hidden obstacles and unanticipated challenges. Here are three potential roadblocks on the path to a customer-centric strategy, and how to get around them.

Failing to understand your most valuable customer
A customer-centric strategy is only as good as its customers. You cant let the average customer dictate what you do, says Robert Duboff, CEO of Hawk Partners LLC and coauthor of the book Market Research Matters. Generally speaking, Duboff says, 20 percentof a companys customer base generates 80 percentof its profits. Given that split, its imperative to put your most valuable customers at the heart of your approach.

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  • "  [I] Enjoyed the course, it provides a framework to understand the necessity to think strategically and to do the right thing right.  "

    Jean Benoit
    Business Development Bank of Canada

  • "  Basics were covered in a number of categories. I learned things that would have taken me years to discover or realize on the job.  "

  • "  The course leader was very knowledgeable and used a variety of creative teaching methods to communicate information.  "

  • "  The course was very informative and covered a lot of relevant and down to earth information and processes.  "