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The Strategic Meaning of Customer Centricity

Jan 29, 2014

Focusing on the future needs of a set of selected customers is key to create long term value

There are cracks in the product-centric approach. Globalization and technology-enabled product development, delivery, and information flow have led to commoditization, saturation and the rise of smart customers. As a result, many businesses are turning to a more customer-centric approach. But what does that mean? And what makes a company customer-centric?

Understanding the strategic meaning and impact of customer centricity is essential to thrive in today’s markets. In particular, focusing on the future needs of a set of selected customers is key to create long term value.

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