The Customer-Centric Enterprise
Management Overview
Creating, and sustaining, a truly customer-centric enterprise requires both focus and dedication in a number of key areas. Some are strategic, and some are tactical. They include process, messaging, and optimizing experiences. This section addresses concepts, priorities, and initiatives that can be applied in several of the most important areas.
Employees and Processes
Beyond employee engagement which, conceptually, is largely about alignment with, and commitment to, both the enterprise’s goals and its value proposition, customer-centric organizations will want to focus on commitment to customers (understanding their needs, and performing in a manner which provides optimal experiences ...
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