In today’s fast-paced marketplace — where trends and technologies constantly evolve — one principle remains steadfast: customer satisfaction is the key to long-term success. A customer-centric ...

The advent of digital marketing has largely transformed the traditional sales process. Marketers have become accustomed to developing funnels that educate leads, address common objections, and offer ...

There is a lot of discussion around customer centricity and what an organization needs to do to shift its positioning to one focused on the customers’ needs. There is a lot of discussion around ...

When you first set out to become a more customer-centric organization, your instinct is to be interested in all opportunities for improvement and to attack the task like killing (or nurturing) a ...

Identify any areas within your product, processes or business model that hinder customers from fully appreciating what you offer. This could involve experiencing your company’s services firsthand. For ...

It's one thing to say you're customer-centric, but how do you get there and measure your organizational customer-centricity? Consumers today are a tough bunch to keep loyal. Three-quarters make some ...

Editor’s note: Leadership Lens, appearing online at scmr.com on the second Tuesday of each month, offers insight into leadership issues and how to address them. If you are interested in future topics, ...