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My Introspective

by Laurus Nobilis
My BrainCast

Strategic Management

Customer Centric Process: The Framework Customer Centricity





Producing and selling is not enough anymore. Quality service is only beginning, but not the guaranty of the success. Joint value creation between supplier and customer is the only customer centric approach that can provide full exploitation of opportunities.


Posted: Mar 2014


The customer centric framework has three stages of the evolution. These are process excellence, scale and customization and value creation. In today’s competitive market, struggling for customer attention is crucial.

Today is not just enough to have product. Service is necessary, but is not enough either. Company must provide joint value creation initiative in order to be understood by customer as serious supplier.

Customer Centric Process

The first stage is how companies can build process excellence and reliability in providing customer service when they deal with customers. Examples of process excellence are automated diagnostics, easy and standardized process, self-help service, remote support, etc.

The second level is how to use scale, leveraging scale, to provide customization and personalization. Scale and customization is universality of service modules, service quality and efficiency obtained through scale and specialization, and adjustability to market changes and customer requests.  

The third level is one where we transform businesses to create values. The joint value creation is possible through systems connectivity, joint business planning, sharing similar platforms and process efficiency gained through use of advanced business systems.

Customer Centric Process

The Framework
Focus and Values
Basic Capabilities

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