Contrary to popular belief, the majority of the world's household brands are not customer-centric; they are product-centric, which is not enough. Customer friendliness is not the same thing as aligning your entire business development and delivery of services and products with the present and future needs of a select group of customers to be able to make the most of their long term monetary worth to the firm.
When Giving Your Customers Less Is More Case Study Solution
Turning CRM into a data-gathering exercise run by IT is not the same thing as extracting value added insight into your focal customers. This informative article debunks a lot of the myths surrounding customer centricity, showing how supervisors need to re-contextualize the role of CRM as element of a broader customer-centric strategy. First of all, understanding, that, therefore, some customers deserve less, and that there is great heterogeneity among your customers, and it's fine to give them less, presents a radically different strategy from the way most companies operate. Customer-centric companies do not just admit this truth, it is really celebrated by them, and since they recognize that it provides immense opportunities and maximum gains in the long run.
PUBLICATION DATE: June 15, 2013 PRODUCT #: IIR097-PDF-ENG
This is just an excerpt. This case is about SALES & MARKETING
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