Most businesses struggle with the disconnection between the sales department that is focused on being customer centric and the business, which has no cohesive approach to customer centricity. Learn more: http://www.msstech.com/business-resources/guides/developing-a-customer-centric-strategy/

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Developing a
Customer Centric Strategy
An MSS Sales Presentation Slide Share

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Being customer centric comes down to implementing
customer service principles of being easy to do business
with (ETDBW), Availability, Reliability, and Caring Service.

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Enacting a customer-centric strategy requires a business
cultural shift where everyone is focused on the voice of the
customer (VOC). This brings about a fundamental change in
how people, processes and technology interact across the
organization.

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There are many benefits to
a customer centric strategy
that speak to the growth
potential and the bottom line
of the business and range
from decreased costs to
increased sales enablement.

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COMPLEXITY CREEP
Complexity creep is when complexity infil-
trates organizations bit by bit in ways that are
hidden or even ignored. This leads to stubborn
rising costs, unmanageable unpredictability
and uncertainty as well as stagnant decision
making.
In order to transform the
business culture so that
there are concrete policies
that make every action
customer centric,
businesses must gather
actionable metrics of what
customers care about.

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By creating a holistic view of a
customer-centric business the
concepts and practices can be
embedded into the businesses
DNA.

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When all processes and policies are designed from a
customer perspective the customer service blueprint
becomes an engrained way of doing business rather than
just a set of principles.

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In order to derive the most value and
plot a way forward for actionable use
of these metrics, the business must
create an assessment matrix that rates
the value, ease of implementation and
the performance of those activities.

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This enables the leading
practices to be turned into
measurable outcomes, aligned
with the ETDBW guiding
principles via metrics about
the culture and organization,
the principles of VOC and the
processes and technologies that
support the customer-centric
strategy.

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To download this presentation or to learn more about how
MSS can help your business enact changes that help growth
and stability, interested parties can visit the company’s website
at msstech.com