Customer-centricity aligns the customer and employee (internal customer) at the center of the organization’s universe with all actions driving Customer Lifetime Value (CLV). The CHI team mentors and consults with each client providing an actionable plan and tools to help drive a customer-centric culture.
When you put your customer at the core of your business, you collect a wealth of data within your CRM software or other methods, giving you a full 360 view of the customer, which you can then use to enhance the customer experience.
• You can use customer data to understand buying behavior, interests and engagement
• You can identify opportunities to create products and services for your best customers
• You can use Customer Lifetime Value to segment customers based on top spending customers
Not only does focusing on the customer make sound business sense, but research by Deloitte and Touche found that customer-centric companies were 60% more profitable compared to companies that were not focused on the customer.