{"id":5612,"date":"2019-10-22T05:37:18","date_gmt":"2019-10-22T10:37:18","guid":{"rendered":"http:\/\/flevy.com\/blog\/?p=5612"},"modified":"2024-05-28T18:51:30","modified_gmt":"2024-05-28T23:51:30","slug":"the-6-core-capabilities-of-a-customer-centric-organization-your-ammunition-to-winning-a-highly-demanding-customer","status":"publish","type":"post","link":"https:\/\/flevy.com\/blog\/the-6-core-capabilities-of-a-customer-centric-organization-your-ammunition-to-winning-a-highly-demanding-customer\/","title":{"rendered":"The 6 Core Capabilities of a Customer-centric Organization: Your Ammunition to Winning a Highly Demanding Customer"},"content":{"rendered":"

\"\"Today\u2019s customers are better informed, better connected, and more demanding than ever before. CEOs are now concerned about Customer Loyalty<\/a> and they recognize that mastery of the customer agenda is essential. In fact, global leaders of successful businesses recognize that creating a customer-centric, digitally-transformed business is a top priority.<\/p>\n

In this age of digital disruption, how can organizations engage customers, increase Customer Loyalty, and achieve profitable growth? What is most appropriate when it comes to Customer-centric design<\/a>?<\/p>\n

Almost every market is experiencing a fundamental change. Consumer expectations have shifted and digital technologies are making the biggest impact on businesses large and small since the start of the information age. Ultimately, businesses need to navigate the challenges of digital disruption and find new ways to create economic value and drive growth.<\/p>\n

The challenge today is what it takes for organizations to be a Customer-centric Organization<\/a>.<\/p>\n

Unraveling the 6 Core Capabilities of a Customer-centric Organization<\/h2>\n

A Customer-centric Organization must have 6 Core Capabilities<\/a> to compete in the Digital Age. In this global time, customer-centricity ceases to be a differentiator. It has become a matter of survival.<\/p>\n

\"\"<\/a><\/p>\n

The first 2 Core Capabilities are Customer-directed. These are Customer Strategy and Customer Experience (CX)<\/a>.<\/p>\n

    \n
  1. Customer Strategy<\/strong>. The first core capability, Customer Strategy<\/a> is focused on addressing changing customer needs and behavior. It involves the development of a clear view of customer behavior and intentions using data and analytics. Customer Strategy can be applied in several ways. It can be used to refine and develop a proposition or even inform major investments in new media content.<\/li>\n<\/ol>\n
      \n
    1. Customer Experience (CX)<\/strong>. Customer Experience (CX)<\/a> is that core capability that generates a significant competitive advantage \u2013 a double revenue growth against industry counterparts. It is being able to respond to customer needs balanced with understanding the values customers bring to the enterprise. The world\u2019s most advanced customer businesses often undertake customer journey mapping and experience design which are critical to executing customer-centric change.<\/li>\n<\/ol>\n

      The second 2 Core Capabilities focus on front office capability and across the enterprise value chain. These are Sales & Service Transformation and Connected Enterprise.<\/a><\/p>\n

        \n
      1. Sales & Service Transformation<\/strong>. As the third core capability, Sales & Service Transformation is essential to becoming a customer-responsive business. This is a newly digitized and fully integrated front office capability that can attract, engage, acquire, and continually engage with customers. With the modernization and transformation of front office functions, Marketing, Sales, and Service teams get to have better ideas on how to work together more effectively. This leads to a full end-to-end Business Transformation<\/a>.\u00a0 A core concept to Service Transformation is the development of Service 4.0<\/a> capabilities.<\/li>\n<\/ol>\n
          \n
        1. Connected Enterprise<\/strong>.\u00a0Focused on delivering differentiated Customer Experiences, Connected Enterprise is an architecture of fundamental capabilities that work across the Enterprise Value Chain<\/a>, from back office operations through customer-facing interactions. The application of Connected Enterprises has led to companies experiencing an increase in annual revenue and a positive return on investment<\/a>.<\/li>\n<\/ol>\n

          The third 2 Core Capabilities are Data & Analytics and Digital Transformation<\/a> — your company’s response to a highly demanding digital market.<\/p>\n

            \n
          1. Data & Analytics<\/strong>. The fourth core capability is Data & Analytics<\/a>. This core capability is focused on creating actionable insights that drive profitable growth. With the use of Data & Analytics, it can uncover patterns of customer behavior, relevant social media influencers, and channel preferences. It is useful in personalizing propositions, channels, marketing communication, and the experiences offered to customers.<\/li>\n<\/ol>\n
              \n
            1. Digital Transformation<\/strong>.\u00a0The sixth core capability, this is the core capability that can power new ways to engage customers, optimize operations, and transform products. Digital Transformation<\/a> is delivering the right customer and digital technology. With the advent of virtual reality, augmented reality headsets, the Internet of Things, AI, and cognitive computing, it has changed the way customer-centric companies<\/a> engage customers. Digital Transformation is not an overnight event. This is a series of incremental steps, each delivering a concrete business advantage.<\/li>\n<\/ol>\n

              Developing the 6 Core Capabilities is no easy task. It can be pretty challenging. Companies need to have a good handle of its key challenges and the right approaches to mastering the 6 Core Capabilities. When this is achieved, the high road to global competitiveness is achieved.<\/p>\n

              Interested in gaining more understanding of these\u00a06 core Capabilities of a Customer-centric Organization<\/a>? You can learn more and download an editable PowerPoint about the\u00a06 Core Capabilities of a Customer-centric Organization<\/strong> here <\/a>on the Flevy documents marketplace<\/a>. There is a series of 3 presentations \u2013 Part I<\/a>, Part II<\/a>, and Part III<\/a> that discusses all 6 Core Capabilities.<\/p>\n

              Do You Find Value in This Framework?<\/h2>\n

              You can download in-depth presentations on this and hundreds of similar business frameworks from the FlevyPro Library<\/a>. FlevyPro<\/a> is trusted and utilized by 1000s of management consultants and corporate executives. Here’s what some have to say:<\/p>\n

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              “As a small business owner, the resource material available from FlevyPro has proven to be invaluable. The ability to search for material on demand based our project events and client requirements was great for me and proved very beneficial to my clients. Importantly, being able to easily edit and tailor the material for specific purposes helped us to make presentations, knowledge sharing, and toolkit development, which formed part of the overall program collateral. While FlevyPro contains resource material that any consultancy, project or delivery firm must have, it is an essential part of a small firm or independent consultant’s toolbox.”<\/p>\n

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              “FlevyPro has been a brilliant resource for me, as an independent growth consultant, to access a vast knowledge bank of presentations to support my work with clients. In terms of RoI, the value I received from the very first presentation I downloaded paid for my subscription many times over! The quality of the decks available allows me to punch way above my weight \u2013 it’s like having the resources of a Big 4 consultancy at your fingertips at a microscopic fraction of the overhead.”<\/p>\n

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              “Several times a month, I browse FlevyPro for presentations relevant to the job challenge I have (I am a consultant). When the subject requires it, I explore further and buy from the Flevy Marketplace. On all occasions, I read them, analyze them. I take the most relevant and applicable ideas for my work; and, of course, all this translates to my and my clients’ benefits.”<\/p>\n

              \u2013 Omar Hern\u00e1n Montes Parra, CEO at Quantum SFE<\/p>\n<\/blockquote>\n","protected":false},"excerpt":{"rendered":"

              Today\u2019s customers are better informed, better connected, and more demanding than ever before. CEOs are now concerned about Customer Loyalty and they recognize that mastery of the customer agenda is essential. In fact, global leaders of successful businesses recognize that creating a customer-centric, digitally-transformed business is a top priority. In this age of digital disruption,… The 6 Core Capabilities of a Customer-centric Organization: Your Ammunition to Winning a Highly Demanding Customer<\/span><\/a><\/p>\n","protected":false},"author":111,"featured_media":5620,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"neve_meta_sidebar":"","neve_meta_container":"","neve_meta_enable_content_width":"","neve_meta_content_width":0,"neve_meta_title_alignment":"","neve_meta_author_avatar":"","neve_post_elements_order":"","neve_meta_disable_header":"","neve_meta_disable_footer":"","neve_meta_disable_title":"","footnotes":""},"categories":[84,81],"tags":[1794,1795,1683,1797,1796],"class_list":["post-5612","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-information-technology","category-strategy","tag-6-core-capabilities-of-a-customer-centric-organization","tag-customer-strategy-and-customer-experience-cx","tag-customer-centric-design","tag-data-analytics-and-digital-transformation","tag-sales-service-transformation-and-connected-enterprise"],"_links":{"self":[{"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/posts\/5612","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/users\/111"}],"replies":[{"embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/comments?post=5612"}],"version-history":[{"count":11,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/posts\/5612\/revisions"}],"predecessor-version":[{"id":13884,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/posts\/5612\/revisions\/13884"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/media\/5620"}],"wp:attachment":[{"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/media?parent=5612"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/categories?post=5612"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/tags?post=5612"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}