What is customer centricity? -- The value of customer centricity -- Who is a customer? -- Customer lifetime and value analytics -- Connectivity and spheres of influence -- Customer touch points and the exchange of value -- Organizing data for customer centricity -- Customer profiling -- Customer data analytics -- Making customer centricity pervasive in the company.
Summary
Using Information to Develop a Culture of Customer Centricity sets the stage for understanding the holistic marriage of information, socialization, and process change necessary for transitioning an organization to customer centricity. The book begins with an overview list of 8-10 precepts associated with a business-focused view of the knowledge necessary for developing customer-oriented business processes that lead to excellent customer experiences resulting in increased revenues. Each chapter delves into each precept in more detail.
