Customer-Centricity: What Separates the Best from the Rest?

by Jonathan Hughes, Isaac Block, Saptak Ray

Over the past few years, customer-centricity has become a hot topic, and with good reason. Unfortunately, there is a great deal of confusion about what customer-centricity is and how to put its principles into practice. To begin cutting through the hype, we put forward a model that defines four distinct levels of customer centricity and describe five practices that comprise world-class customer centricity.

 

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