Customer Centricity and Voice of the Customer ERP Fitness Test (Publication Date: 2024/03)


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Discover Insights, Make Informed Decisions, and Stay Ahead of the Curve:

  • Who is responsible for designing the end to end customer experience and where are the internal bottlenecks?
  • What is it that design thinking and marketing management can learn from each other?
  • Which central aspects in particular make up the success with regard to the channels as a whole?
  • Key Features:

    • Comprehensive set of 1554 prioritized Customer Centricity requirements.
    • Extensive coverage of 165 Customer Centricity topic scopes.
    • In-depth analysis of 165 Customer Centricity step-by-step solutions, benefits, BHAGs.
    • Detailed examination of 165 Customer Centricity case studies and use cases.

    • Digital download upon purchase.
    • Enjoy lifetime document updates included with your purchase.
    • Benefit from a fully editable and customizable Excel format.
    • Trusted and utilized by over 10,000 organizations.

    • Covering: Digital Marketing Strategies, Customer Behavior, Customer Preferences, Customer Touchpoints, Customer Success, Voice Recognition Technology, Customer Data, Voice Tone, Customer Satisfaction Measurement, Customer Support Channels, Data Governance, Customer Empathy, Customer Insights, Effective Communication, Real Time Customer Feedback, VOI inventory, Master Data Management, Opportunity Identification, Customer Ideas, Voice of the Customer, Customer Behavior Analysis, Customer Persona, Continuous Improvement, Customer Focus, Customer Centricity Measurement, Face To Face Networking, Team Strategy Development, Customer Support, Customer Intelligence, Persona In Voice, Customer Journey Mapping, Speech Recognition Systems, Customer Interaction, Customer Lifecycle, Customer Segmentation, Customer Emotions, Action Plan, Customer Analytics, Customer Sentiment Analysis, Customer Engagement, Security Controls Frameworks, Digital Channels, Customer Relationship Management, Unique Voice, Customer Retention Programs, Customer Service Standards, Expert Systems, Voice Search, Process Analytics Performance Metrics, Friendly Tone, Share Of Voice, Customer Retention, Customer Delight, Customer Challenges, Customer Churn Analysis, Commercialization Strategy, Pacing And Tone, Agile Workforce, Lively Tone, Lasting Relationships, Customer Satisfaction, Customer Journey Optimization, Net Promoter Score, Managerial Feedback, Customer Values, Customer Relationship, Customer Demand, Org Chart, Customer Metrics, Customer Concentration, Customer Centric Products, Dialogue Flow, Customer Experience Marketing, Customer Experience Mapping, Customer Support Strategy, Customer Preference Survey, Competitor customer satisfaction, Customer Involvement, Customer Centric Culture, Customer Touchpoint Analysis, Customer Loyalty, Creating Engagement, Customer Advocacy, Voice Of The Customer Program, Design for Manufacturability, Customer Storytelling, Employee Competence, Enhanced Customer Experience, Customer Advocacy Programs, Customer Success Measurement, Customer Listening, Creating Products, Customer Churn, Expert Insights, Customer Complaints Management, Powerful Voice, Creative Thinking, Customer Understanding, Influence Strategies, Customer Needs Analysis, Customer Retention Strategies, Customer Centricity, Customer Experience, Digital Assistants, Customer Communication, Customer Needs Assessment, Customer Feedback Analysis, Customer Service, Cultural Fit, Customer Impact, Custom Settings, Dialogue Delivery, Customer Reviews, Customer Engagement Strategies, Online Visibility, Customer Conversations, Customer Insights Analysis, Customer Complaints, Customer Motivation, Performance Reviews, Customer Insights Analytics, Business Process Redesign, Customer Education, Customer Satisfaction Survey, New Product Development Process, Customer Needs, Customer Experience Design, Customer Perception, Voice Search SEO, Adapt to Speed, Customer Engagement Measurement, IT Environment, Supplier Performance, Customer Journey, Customer Driven Innovation, Business Process Outsourcing, Customer Surveys, Customer Risk Management, Customer Feedback, Lean Management, Six Sigma, Continuous improvement Introduction, Voice Of Customer Analysis, Customer Wants, Customer Segmentation Analysis, Customer Focused Strategy, Emotional Impact, To Touch, Customer Frustrations, Customer Feelings, Management Systems, Entering New Markets, IoT Standards, VOI sales, Customer Sentiment, AI Rules, Supplier Satisfaction, Customer Expectations, Customer Feedback Surveys, Accurate Measuring, Regulatory Impact, Digital Marketing Campaigns, Customer Persona Development, Social Media Trends, Customer Pain Points, Industry Experts, Customer Communication Channels

    Customer Centricity Assessment ERP Fitness Test – Utilization, Solutions, Advantages, BHAG (Big Hairy Audacious Goal):

    Customer Centricity

    Customer centricity is a business approach where the end-to-end customer experience is designed and improved by identifying and fixing bottlenecks within the internal processes and systems.

    1. Design thinking workshops – encourage cross-functional collaboration in identifying customer pain points.
    2. Customer journey mapping – visualize the entire customer experience to identify internal bottlenecks.
    3. Regular feedback loop – gather and incorporate customer feedback to continuously improve the experience.
    4. Employee training – educate employees on the importance of customer-centricity and empower them to make decisions.
    5. Streamline processes – remove unnecessary steps or obstacles in the customer journey to improve efficiency.
    6. Utilize technology – implement tools such as CRM systems or chatbots to enhance the customer experience.
    7. Encourage a customer-centric culture – top-down support and encouragement can drive employees to prioritize customer needs.

    1. Better understanding of customer needs, leading to improved customer satisfaction.
    2. Improved internal processes and efficiency, resulting in cost savings.
    3. Increased customer loyalty and retention.
    4. Empowering employees to take ownership of the customer experience.
    5. Ability to quickly react to customer feedback and address issues.
    6. Enhanced customer engagement and communication.
    7. Differentiation from competitors due to a strong customer-centric culture.

    CONTROL QUESTION: Who is responsible for designing the end to end customer experience and where are the internal bottlenecks?

    Big Hairy Audacious Goal (BHAG) for 10 years from now:

    In 10 years, our company will become the most customer-centric organization in the world. Our goal is to provide a seamless and personalized end-to-end customer experience that exceeds expectations at every touchpoint.

    The responsibility for designing this experience will fall upon a dedicated team of cross-functional experts from various departments, including marketing, sales, customer service, product development, and operations. This team will work collaboratively to understand the evolving needs and preferences of our customers and develop strategies to address them.

    One of the internal bottlenecks that we foresee is siloed thinking and lack of collaboration between different departments. To overcome this, we will implement a culture of customer centricity throughout the organization, with a strong emphasis on collaboration and communication across teams. We will also invest in advanced technology and data-driven insights to break down silos and create a unified view of the customer journey.

    By breaking down internal barriers, leveraging technology, and prioritizing customer needs above all else, we will be able to achieve our BHAG of becoming the global leader in customer centricity. Our success will be measured not only by financial metrics but also by the level of customer satisfaction and loyalty we achieve. We are committed to continuously improving and evolving our customer experience, making it the cornerstone of our business strategy.

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    Customer Centricity Case Study/Use Case example – How to use:

    Case Study: Customer Centricity Implementation for a Retail Company


    A retail company with a global presence was facing declining sales and customer satisfaction scores. The company’s leadership team recognized that the organization was not customer-centric and lacked a cohesive strategy for delivering a seamless end-to-end customer experience. The company approached our consulting firm to help identify and address the internal bottlenecks that were hindering their ability to provide a customer-centric experience. The aim of this case study is to outline the consulting methodology, deliverables, implementation challenges, KPIs, and management considerations in implementing a customer-centric approach for the retail company.

    Consulting Methodology:

    Our consulting firm followed a comprehensive and proven 5-step methodology to implement customer centricity for the retail company.

    1) Understanding the current state: The first step involved conducting interviews with key stakeholders across departments to understand their perception of the company’s customer-centricity. We also gathered data on customer satisfaction scores, sales trends, and customer feedback to identify specific pain points.

    2) Defining the desired future state: Based on the insights gathered from the current state, we worked with the company’s leadership team to develop a clear and concise vision for a customer-centric organization. This included defining the target customer experience, identifying potential bottlenecks, and setting key performance indicators (KPIs) to measure success.

    3) Identifying bottlenecks: Our consulting team conducted a thorough analysis of the customer journey map to identify areas where there were bottlenecks or gaps in the customer experience. We also conducted an internal assessment to identify the root causes of these bottlenecks – whether they were due to processes, people, or technology.

    4) Developing a roadmap: Based on the identified bottlenecks, we developed a roadmap with specific initiatives and action items to close the gaps and improve the end-to-end customer experience. This also included recommendations for process improvements, technology enhancements, and employee training programs.

    5) Implementation and monitoring: The final step involved partnering with the company’s internal teams to implement the initiatives outlined in the roadmap. Our consulting team also worked closely with the leadership team to establish a governance structure for monitoring and tracking the KPIs identified in the second step.


    The deliverables of our consulting engagement included:

    1) A comprehensive assessment report with insights on the current state of customer centricity within the organization, key customer pain points, and bottlenecks.

    2) A clear and well-defined vision document for a customer-centric organization.

    3) A roadmap with specific initiatives and action items to bridge the gaps and improve the end-to-end customer experience.

    4) A governance structure to monitor and track the implementation of the initiatives and measure success against the defined KPIs.

    Implementation Challenges:

    Implementing a customer-centric approach can be challenging for any organization, especially one with a legacy of working in a product-centric manner. Some of the key challenges faced during this consulting engagement were:

    1) Resistance to change: One of the biggest challenges was to overcome the resistance to change among employees who were accustomed to a product-centric approach. This required a significant change management effort to educate and empower employees to embrace a customer-centric mindset.

    2) Siloed departments: The retail company had a decentralized structure, which resulted in different departments working independently without considering the impact on the end-to-end customer experience. Collaborating across departments and breaking down silos was essential in creating a seamless customer journey.

    3) Technology limitations: The company’s existing technology infrastructure was not designed to support a customer-centric approach. This required significant investment in upgrading technology systems and implementing new tools to enable a seamless customer experience.

    Key Performance Indicators (KPIs):

    To measure the success of the customer-centric approach, the following KPIs were identified and tracked:

    1) Customer retention rate: This metric measured the percentage of customers who continued to make purchases after their initial experience with the company.

    2) Net Promoter Score (NPS): NPS is a standard measure of customer loyalty and satisfaction. It helped the organization track improvements in customer satisfaction over time.

    3) Customer Lifetime Value (CLV): CLV measures the potential long-term revenue that a single customer may generate for the business. This metric was used to track the effectiveness of customer retention strategies.

    Management Considerations:

    Implementing a customer-centric approach requires strong leadership commitment and continuous monitoring. The following management considerations were crucial for the success of this consulting engagement:

    1) Leadership support: The company’s leadership team played a critical role in driving the change and creating a customer-centric culture. They provided the necessary resources and support to ensure the successful implementation of the new initiatives.

    2) Continuous education and training: Ongoing education and training programs were designed to ensure that employees understood and embraced the new customer-centric mindset. This was essential in sustaining the changes and creating a customer-centric culture.

    3) Continuous monitoring and improvement: Monitoring the defined KPIs was essential to gauge the effectiveness of the new initiatives and identify areas for continuous improvement. Regular reviews were conducted with the leadership team to discuss progress and make necessary adjustments.


    In conclusion, implementing a customer-centric approach involves a thorough understanding of the customer journey, identification of bottlenecks, and a relentless focus on continuous improvement. The retail company successfully implemented a customer-centric approach, resulting in increased sales, improved customer satisfaction scores, and a more loyal customer base. Our consulting methodology, along with the identified KPIs and management considerations, helped the company achieve its goal of becoming a truly customer-centric organization.

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