Customer Centricity In CRM: How Organisations Build Winning Customers.

customer centricity in CRM

Customer Centricity has much to do with the desire of an organisation to put customers first in whatever thing they are doing. In this article, I am going to talk more about Customer centricity in CRM. 

 

 

 

 

The organisation is evolving into a customer-centric enterprise that will try to anticipate what customers want and try to meet customers at the right place with the right products and services.

 

 

A customer-centric enterprise will try to forget about immediate gain. They will be more concerned with building a loyal customer base which in turn generates unimaginable profit in the long run.

 

Before we move on, I would like to give another definition of CRM. CRM has been defined by the Gartner group as an enterprise-wide business strategy designed to optimize Profitability revenue and customer satisfaction by organizing the enterprise around customer segments, fostering customer satisfying behaviours and linking processes from customers through suppliers.

Customer Centricity has much to do with the desire of an organisation to put customers first in whatever thing they are doing.

 

 

 

 

The organisation is evolving into a customer-centric enterprise that will try to anticipate what customers want and try to meet customers at the right place with the right products and services.

 

 

A customer-centric enterprise will try to forget about immediate gain. They will be more concerned with building a loyal customer base which in turn generates unimaginable profit in the long run.

 

Before we move on, I would like to give another definition of CRM. CRM has been defined by the Gartner group as an enterprise-wide business strategy designed to optimize Profitability revenue and customer satisfaction by organizing the enterprise around customer segments, fostering customer satisfying behaviours and linking processes from customers through suppliers.

 

 

Objectives of this article
In this article, we want to look at Customer-Centric enterprises, which are organizations that do business from customers’ perceptive. We want to look at:

  •      What is Customer Centricity?
  •   Importance of customer centricity
  •      Customer’s perspective of CCEs.

 

 

 

What is Customer Centricity?

Customer Centricity can be seen as a set of disciplines and practices that allows companies at different customers differently, thereby gaining strategic advantages leading to the expansion of revenues and increased profitability.

 

 

In Customer Centricity, you try and analyse your customers and see how you can personalize their service. This will enable you to satisfy them and gain their loyalty.

 

This will enable the organisation to have more of their customer’s wallet share.

 

 

Importance of Customer Centricity

If you ask many entrepreneurs the reason why they are not doing business from the customers’ perspective, they would tell you that it is not profitable to do business from the customers’ perspective. This is absolutely wrong.

 

 

A recent study by Delloite Consulting shows that companies that do business from the customers’ perspective are sixty percent more profitable than those that are not doing business from a customer’s perspective.

 

It has been said earlier that customers will gladly move to any organisation that can give them a better offer at a cheaper rate. The more you satisfy your customers; the more you are raising the exit barrier.

 

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