Customer Centricity
Customer centricity is a business approach that puts customers first. It focuses on customers' environments, perceptions, behaviors, and expectations. Businesses that use this approach base for most, if not all, of their decisions on improving the customer experience, developing customer loyalty, and fulfilling other customer-related objectives. An example of customer centricity is using analytics tools to view trends and patterns in customer data so an organization can learn customer behaviors and offer better products, services, and experiences.
What Small and Midsize Businesses Need to Know About Customer Centricity
A customer-centric SMB can better understand what influences, motivates, and engages its customers. By making customers the focus of its operations, a business can increase customer value, reduce churn, and boost revenue.
Related terms
- RM (Relationship Manager)
- Best-in-class
- Customer Relationship Management (CRM)
- Shared Services Or Shared Services Center
- Contact Center
- Customer Information File (CIF)
- Business Development Representative (BDR)
- Customer Relationship Management (CRM) Analytics
- Customer Experience
- Best-of-breed
- Customer Experience Management (CXM)
- Go-to-Market (GTM) Strategy
- Chatbot
- Channel Management
- Corporate Communication
- Customer Engagement Center (CEC)
- Customer Analytics
- CSS (Customer Service and Support)
- Electronic Customer Relationship Management (e-CRM)
- Voice of the Customer (VoC)
