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Lessons from 1,000 transformation tasks over the past 25 years.
October 01, 2024
Yaroslav Danylchenko/Stocksy
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Researchers analyzed data from extra than 1,000 customer-centricity transformation tasks over the past 25 years. They came across that only 15% of CEOs and sales teams have a customer-centric strategy. Most dash their company or customer relationships based on a product-focused mindset, which places the onus on finding a market to promote one’s products to, rather than orchestrating yell together with customers. Instead, companies may tranquil ask three key questions to make certain customer centricity: Are our strategic goals and transformation efforts aligned with our customers’ priorities? Are our solutions-invent and deployment efforts configured based on customer-validated input? And, are our organizational setup and investments allocated to customer commitments for mutual success?
Even as you happen to were to ask a CEO how customer-centric their strategy is, they’ll seemingly teach you that it is far a work in growth. Rarely will CEOs teach you that their strategy works seamlessly or that it is far in critical inconvenience. For our upcoming e book, Triple Fit Strategy: How to Accumulate Lasting Customer Relationships and Boost Increase (Harvard Trade Overview Press 2024), we analyzed data from extra than 1,000 customer-centricity transformation tasks over the past 25 years.
CS
Christoph Senn is an adjunct professor of marketing at INSEAD and co-director of INSEAD’s Marketing & Sales Excellence Initiative. He’s co-author, with Mehak Gandhi, of the forthcoming e book “Triple Fit Strategy – How to build lasting customer relationships and boost yell” (Harvard Trade Overview Press, 2024).
MG
Mehak Gandhi is head of research and training at Valuecreator, where she helps organizations invent next-generation sales organizations. She is co-author, with Christoph Senn, of the forthcoming e book “Triple Fit Strategy – How to build lasting customer relationships and boost yell” (Harvard Trade Overview Press, 2024).
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