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How to Measure Customer Centricity

Customer-centricity is integral to culture, a precursor to strategy and essential for sustained customer growth and retention. However, companies don't get to decide how customer-centric they are. That's decided by their customers.

For companies to understand, manage and profit from customer-centricity, they must implement an objective scoring system, create a performance baseline, and report results to know when customer strategies are working or course corrections are needed.

Customer-centric goals are not sustainable without correlation to company objectives such as revenues, margins and profits. Therefore, the results of customer satisfaction measurement programs must be linked with business performance measures such as customer share, customer retention or similar factors that directly correlate with financial performance.

Because customer satisfaction is a leading indicator of purchase likelihood and loyalty, more advanced companies will design predictive analytics to model changes in customer programs and view the pro forma impact to company performance objectives.

There are several customer measurement programs, but two that stand out for their simplicity and effectiveness are CSAT and NPS. More customer centricity ...

Author By Chuck Schaeffer       Calendar 2/25/2018       Trackback Permalink       Comments      Filed In Posted in CRM Improvement



How to Build a High Performance Company Culture

A high-performance culture uplifts strategy and is precursor to business transformation. In my three decades of consulting, from the Fortune 50 to the Fortune 5000, I've never witnessed sustained business growth or successful business transformation without a high-performance culture.

While strategy delivers a roadmap to move the organization from vision to action, culture delivers the informal ethos and norms to move the organization from the status quo to something greater.

And while strategy is precisely measurable, culture is implicit in the shared values, unspoken behaviors and social norms that recognize what is encouraged, discouraged, rewarded and penalized. But despite the imprecise measurement, most leaders recognize culture is far more powerful than strategy. In the infamous words of Peter Drucker, "Culture eats strategy for breakfast."

There is no single path to a great culture, however, there are five pillars common among high-performance cultures. More culture ...

Author By Chuck Schaeffer       Calendar 1/28/2018       Trackback Permalink       Comments      Filed In Posted in CRM Strategy








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