Abstract

"True" customer-centricity entails a fundamental transformation of how companies are typically structured and managed. Instead of focusing primarily on portfolios of products, customer-centricity requires organizing business units in terms of customer segments and then managing these units in terms of customer revenue growth and profitability. Customer-centricity also refocuses innovation on the creation of customer segments and value propositions and moves the impetus for innovation from headquarters to the field interface with customers.

Citation

Selden, Larry. "Customer-Centricity: A Primer." Journal of Financial Transformation, November 2007.

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