What is it? Customer centricity can be defined as the next level of customer focus. The entire business of such a company is built not around the product and friendly attitude towards people, but around the consumers themselves.
How to implement? To place the buyer at the center of all business processes, it is necessary to implement certain solutions step by step: from installing and configuring CRM to personalization and improving the interaction experience.
The article explains:
What is customer physician database centricity in simple words
Examples of customer-centric companies
Who is a customer-centric orientation suitable for?
7 principles of customer centricity
Customer Centricity and Customer Experience
The Relationship between Customer Centricity and Design
The main tools of customer centricity
9 steps to develop customer centricity in a company
5 Scenarios for Using Neural Networks to Increase Website Conversion by 40%
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What is customer centricity in simple words
The modern market no longer has any serious failures, all companies earn approximately the same, filling their segment with practically similar goods. Therefore, the buyer is now looking not so much for a product, but for a company that will offer the best service. Consumers receive information about good service not through advertising, but by word of mouth, exchanging data with each other. Therefore, companies began to give priority to customer centricity.
In this case, the term “client” means any consumer of services or goods produced by the company.
Customer centricity is a concept of organizational development aimed at satisfying the interests and needs of the buyer and solving his problems.
What is customer centricity
The use of customer centricity as the main development strategy, the desire to constantly improve relationships with the consumer.
The predecessor of such a strategy can be considered engineering psychology, which was actively developing in the middle of the 20th century. Production equipment became more complex, automation of work processes was introduced, which forced entrepreneurs to change their view on human participation in this. The machine-centric approach to organizing production, when machines and mechanisms were considered the main ones, was replaced by an anthropocentric one, when people began to play the leading role in the system. Therefore, it became necessary to study more deeply the capabilities of a person, his abilities and needs, in order to take them into account when designing systems.
The modern customer-centric approach can be considered an improved version of the product-centric approach, in which all business processes of the company were focused on creating the best quality product. But how do you know which product is the best? The customer-centric concept answers this question like this: the one that best suits the client. When a company focuses on creating a product, its efforts will be aimed at increasing sales and promoting its products on the market. Compare: in the case of a customer-centric approach, all business processes will be configured to create products that will obviously be in high demand.
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Alexander Kuleshov
Alexander Kuleshov
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