Customer centricity: The systematic alignment of business activities to the needs of the customer.
Customer Relationships: The Heart of Business Models
Customer centricity has a long history. The saying, “The customer is king” is a well-known principle. In other words, customer centricity is not just a passing trend. Today, it reflects the shift in hierarchies between suppliers and consumers. Rating systems, social media and comparison websites are helping customers become equal partners in the purchasing process.
The continuous development of products, with one new innovation chasing another, as well as rapidly changing market conditions, have led to a stronger focus on the customer. Value creation is becoming an experience economy. The goal is to establish and maintain excellent, long-term customer relationships.
An indispensable component in differentiating a company from others is the personal customer relationship – a factor that is essential in a market where the quality of different products and services hardly varies at all.
With a healthy customer relationship, the customer becomes the heart of an organization's business model. All its activities are consistently aligned with the customer’s needs.
Implement Customer Centricity in Your Company
Use this wide-ranging set of templates to convey to your audience the many dimensions and topicality of customer centricity.
With this set, you can present the Customer Centricity Score, an indicator that is derived from employee surveys and shows the development of customer centricity within a company. By comparing product-centric and customer-centric approaches, you can highlight the characteristics of both approaches. Well-known methods such as Design Thinking, agile project management or the Lean Startup method can be combined under the umbrella of customer centricity to deliver valuable, actionable results. Examples from successful companies provide tangible ideas for implementing the principle of customer centricity.
With the Customer Centricity PowerPoint Template, You Can
- explain the key elements of customer centricity
- integrate well-known methods such as Design Thinking into a larger framework.
- present a comprehensive overview of the full potential of customer centricity
This PowerPoint Template Includes:
- A definition
- A quote
- An Introduction
- Models and components
- The customer-centric company
- 18 factors of customer centricity
- Figures, data and facts
- Customer centricity as a change process, as a company feature
- What customers want: then and now
- A history of marketing strategies
- Product centricity vs. customer centricity
- The customer experience
- Customer needs
- A customer-centric marketing strategy
- 10 key customer centricity KPIs
- Net Promoter Score
- Customer Centricity Score
- Churn Rate
- Customer Lifetime Value (CLV)
- Lean Startup (Build-Measure-Learn)
- Agile project management
- Buyer/customer personas
- Value Proposition Canvas
- Customer journey
- Big data
- Customer empowerment
- Customer centricity at the point of sale
- Customer surveys
- Loyalty programs
- Lifecycle marketing
- Affinity group programs
- Voice of the customer
- Customer lifetime value
- 3i model
- 3 key elements of customer centricity
- EBD maturity model
- Three-wheel framework
- Customer value-proposition symbiosis
- Five pillar customer-centricity model
- Design Thinking
- Customer-centric culture
- Customer centricity maturity
- Best practices
- Customer touchpoints
- Avoiding data silos
- Product-centric model vs. customer-centric model
- Customer centricity: do’s and don’ts
- Trending topics: artificial intelligence, chatbots and real-time communication
- Customer loyalty
- Customer centricity as a mindset
- Principles of successful customer centricity
- Examples: Disney, Apple, Amazon, Commerzbank and many more