developing a customer centric strategy

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Developing aCustomer Centric Strategy

An MSS Sales Presentation Slide Share


Being customer centric comes down to implementing customer service principles of being easy to do business with (ETDBW), Availability, Reliability, and Caring Service.


Enacting a customer-centric strategy requires a business cultural shift where everyone is focused on the voice of the customer (VOC). This brings about a fundamental change in how people, processes and technology interact across the organization.


There are many benefits to a customer centric strategy that speak to the growth potential and the bottom line of the business and range from decreased costs to increased sales enablement.


COMPLEXITY CREEP

Complexity creep is when complexity infil-trates organizations bit by bit in ways that are hidden or even ignored. This leads to stubborn rising costs, unmanageable unpredictability and uncertainty as well as stagnant decision making.

In order to transform the business culture so that

there are concrete policies that make every action

customer centric, businesses must gather

actionable metrics of what customers care about.


By creating a holistic view of a customer-centric business the concepts and practices can be embedded into the businesses DNA.


When all processes and policies are designed from a customer perspective the customer service blueprint becomes an engrained way of doing business rather than just a set of principles.


In order to derive the most value and plot a way forward for actionable use of these metrics, the business must create an assessment matrix that rates the value, ease of implementation and the performance of those activities.


This enables the leading practices to be turned into measurable outcomes, aligned with the ETDBW guiding principles via metrics about the culture and organization, the principles of VOC and the processes and technologies that support the customer-centric strategy.


To download this presentation or to learn more about how MSS can help your business enact changes that help growth and stability, interested parties can visit the company’s website at msstech.com

http://msstech.com

developing a customer centric strategy

Business