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Many companies continue to pay lip service to the concept of Customer Centricity. Very few develop the capabilities required to become customer centric. To do so requires a different way of thinking and a different way of working.
The Customer Centric Organisational Blueprint™ is about building the business' operating model to enable the execution and operationalisation of a Customer Centric business strategy. It is the blueprint for the design of both meaningful and sustainable competitive differentials and the delivery of superior business performance, short term and long term. The Blueprint is underpinned by a logic based upon systems thinking that links each module to the ultimate outcome.
This logic reads as follows: (Click on the icons above for more details)
''Achieving the stated strategic outcome (ultimate goal) [j] and delivering the redefined conditions (the measurable effects that result) [i] whilst delivering sustainable business performance (both |
short term and long term) [h] via a focus of balanced activity across the 4 drivers of customer value management (Retention; Efficiency; Acquisition; Penetration) Framework [g] – Enabling sustainable competitive advantage and indispensability through designing the optimal customer experience (a blend of the physical product/communication/service and the required emotions evoked across appropriate/all touch points) [f] – enabled via the transformational programme (action plan) [e] that addresses the gap between current customer management capability [d] and a clear understanding of the future customer management capability [c] required to establish indispensability. The programme fully delivered against the integrated strategic themes [b] whilst being fully cognisant of the current reality [a].'' |
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