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Toolkit Presentation: The Road Map to Customer Centricity
17 April 2007
 
Scott D. Nelson  

Customer-centric strategies focus on turning the customer base into an asset. To do this, organizations must deliver customer-value propositions, which provide objectives and determine how resources will be used in customer interactions. Use our road map to build your customer-centricity strategy.





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Table of Contents


Our downloadable presentation includes the following slides:

The Eight Building Blocks of Customer Centricity

Customer-Centric Generational Framework

The Components of a Customer-Centric Maturity Model

Guiding Principles for Successful Customer-Centric Strategies

Focus on Integration of Processes, Data and User Experience; Not on Integration of Applications

Process-Oriented Application Success = A Customer View, Cross-Org. Visibility and an Owner

Eventual Goal: The Intent-Driven Organization

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Customer Satisfaction
Customer Relationship Management
Applications Roles




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