The 10 Habits of Customer-Centric Organizations in the Age of Digital Business


Published: 05 May 2017 ID: G00323430

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Summary

The accelerating pace of technology innovation will offer organizations new opportunities to engage with customers as they build a digital business. Application leaders must be ready to translate habits of customer centricity into a new set of improved actions to support CRM and CX strategies.

Table of Contents

  • Analysis
    • 1. Continuously Listening to Customers
    • 2. Consistently Following Up With Customers on Their Feedback
    • 3. Acting Proactively to Anticipate Needs
    • 4. Building Customer Empathy Into Processes and Policies
    • 5. Respecting Customer Privacy
    • 6. Sharing Knowledge Internally and With Customers
    • 7. Motivating Employees to Stay Engaged
    • 8. Acting Systematically to Improve the Customer Experience
    • 9. Creating Accountability for Customer Experience Improvements
    • 10. Adapting to Customer Demands and Circumstances in Real Time
  • Gartner Recommended Reading
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