Customer-centricity is an organizational point of view, not a customer point of view. It’s actually the organization-centric-view-of-the-customer.

Don’t you want CRM to help you and the customer mutually, allowing you both to manage the relationship? Surely the value of your understanding how influence goes around comes around is enhanced when those you interact with have similar understanding. Or would you rather propagate the status quo – CRM as a construct to manage the customer?

From Attenzi – a social business story.

The post Customer-centricity appeared first on Philip Sheldrake.

Read Original Post

Managing Partner, Euler Partners. Author, "The Business of Influence", and "Attenzi - a social business story". Chartered Engineer and Management Consultant. Main Board Director of techUK.

Posted in All  Public Relations

Leave a Reply