O'Reilly logo

Using Information to Develop a Culture of Customer Centricity by Abie Reifer, David Loshin

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

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; ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required