Using Information to Develop a Culture of Customer Centricity

Chapter 10

Making Customer Centricity Pervasive in the Company

Finally, in chapter 10, “Making Customer Centricity Pervasive in the Company,” the book examines potential failure modes in which internal team behaviors are not influenced through the presentation of analytical results. Instead, top leaders in the organization must demonstrate by example their commitment to a customer-centric strategy and embrace the process adjustments and change management necessary to make the strategy succeed. The chapter provides guidance to the reader about change management ideas and then suggests the next step be developing the program plan for developing and implementing the customer centricity strategy.

Keywords

Reward; change management; mentorship programs; ...