More on Customer Centricity ...

I am still very much at work on this topic with a client, and came across this item.

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It is from Brian McManus of www.truis.com

He asks "What Does Customer-centric Mean?"

He notes:

"A Customer-Centric Enterprise (CCE) is a company that focuses on customer satisfaction and places the customer at the center of the company's existence. Through years of executing customer intelligence initiatives, we have found 10 factors common to creating a successful CCE:

• Assigns an executive-level manager responsible for customer advocacy/care/satisfaction
• Measures customer satisfaction at least once a year
• Considers the "company" the owner of the customer relationship (not sales)
• Hosts a customer event at least once a year
• Maintains at least a 25% level of customer referenceability at any given time
• Generates at least 10% of annual sales from current customer base
• Maintains ongoing dialogue with customers
• Maintains a central database on customer information
• Leverages customer success as the cornerstone of the sales process
• Uses customer intelligence to guide corporate decisions and strategies

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I guess my critique would be that, beyond this list, Customer Centric Enterprises would do well to look more from the Custiomer angle - concepts such as:

• Being responsive to Customer needs on a real time basis
• Adapting an enterprise's activities to Cutomer feedback
• Engaging all employees in an Enterprise to see the Customer as the "center of the universe"
• Encouraging these employees to take unilateral (but principle based) action to meet Customer needs
• "First time" resolution of Customer complaints and questions

etc.

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