Gartner Research

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

Published: 05 May 2017

ID: G00323430

Analyst(s): Olive Huang , Jenny Sussin

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

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