1. University Of Connecticut

The concept of customer centricity and its benefits have been discussed for more than 50 years. Despite this fact, many firms are still struggling to fully align themselves to the customer-centric paradigm. This article identifies fundamental issues and challenges that typically deter a firm from becoming customer-centric.

These are mainly related to the organizational culture, structure, processes, and financial metrics of the firm. To overcome these barriers, the article suggests a path to customer centricity that is driven by a strong leadership commitment, organizational realignment, systems and process support, and revised financial metrics. The article concludes with directions for further research. Abstract = 'The concept of customer centricity and its benefits have been discussed for more than 50 years. Despite this fact, many firms are still struggling to fully align themselves to the customer-centric paradigm.

1. / THE PATH TO CUSTOMER CENTRICITY 119 FIGURE 2 Path to Customer Centricity: Paving the Way Shrinking the Barriers Leadership Commitment Product Organizational Systems & Customer Centricity Realignment Process Support Centricity Revised Financial Metrics interunit cooperation, influencing change, and leading direct.
2. We’ve been on this path to customer centricity for a long time We’ve been talking about becoming customer centric ftl t15 Yetwe still haven’t.

This article identifies fundamental issues and challenges that typically deter a firm from becoming customer-centric. These are mainly related to the organizational culture, structure, processes, and financial metrics of the firm. To overcome these barriers, the article suggests a path to customer centricity that is driven by a strong leadership commitment, organizational realignment, systems and process support, and revised financial metrics. The article concludes with directions for further research.' TY - JOUR T1 - The path to customer centricity AU - Shah,Denish AU - Rust,Roland T. AU - Parasuraman,A. AU - Staelin,Richard AU - Day,George S.

University Of Connecticut

PY - 2006/11 Y1 - 2006/11 N2 - The concept of customer centricity and its benefits have been discussed for more than 50 years. Despite this fact, many firms are still struggling to fully align themselves to the customer-centric paradigm. This article identifies fundamental issues and challenges that typically deter a firm from becoming customer-centric. These are mainly related to the organizational culture, structure, processes, and financial metrics of the firm. To overcome these barriers, the article suggests a path to customer centricity that is driven by a strong leadership commitment, organizational realignment, systems and process support, and revised financial metrics. The article concludes with directions for further research.

AB - The concept of customer centricity and its benefits have been discussed for more than 50 years. Despite this fact, many firms are still struggling to fully align themselves to the customer-centric paradigm. This article identifies fundamental issues and challenges that typically deter a firm from becoming customer-centric.

Customer Insight & Analytics Summit. Data is the new business language, forever transforming organizational models and customer relationships. What’s more, fueling.

These are mainly related to the organizational culture, structure, processes, and financial metrics of the firm. To overcome these barriers, the article suggests a path to customer centricity that is driven by a strong leadership commitment, organizational realignment, systems and process support, and revised financial metrics. The article concludes with directions for further research. KW - Customer centricity KW - Market-driven KW - Market-oriented KW - Organization change KW - Product-centric to customer-centric UR - UR - U2 - 10.11506294666 DO - 10.11506294666 M3 - Article VL - 9 SP - 113 EP - 124 JO - Journal of Service Research T2 - Journal of Service Research JF - Journal of Service Research SN - 1094-6705 IS - 2 ER.

Product-Centric vs Customer-Centric Gained momentum during the IT revolution CRM was introduced Potential Roadblocks Paving the Way Learning & Continuous Improvement After having set up a customer-centric organisation: Engage in constant scope learning and continuous improvement in order to sustain the performance excellence and competitive advantage provided by customer-centricity Success stories and positive examples can be used to motivate Cycle of learning and improvement can breed innovation What is Customer Centricity?