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More and more organizations are shifting a traditional Product-focused model to becoming a Customer-centric Organization. To do this without incurring debilitating costs from added process and organizational complexity, the organization must be build a true Customer-centric Organization by completely transforming its operating model and business model.

A true Customer-centric Organization possesses capabilities across the following 6 building blocks:

1. Customer Lifecycle and Journey Views
2. Solution Mindset
3. Advice Bundling
4. Frontline Customer Interface
5. Fit-for-Purpose Business Processes
6. Cross-functional Effort

Additional topics discussed in this presentation include McKinsey Decision Journey, Value Stream. Mapping, Customer Value Proposition, Solution Development, Digital Transformation, and more.

This document also includes templates for you to use in your own business presentations.

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Source: Six Building Blocks of a Customer-Centric Organization PowerPoint document

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Six Building Blocks of a Customer-Centric Organization

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Tag(s): Customer Decision Journey Operating Model Customer Lifecycle Customer-centric Organization

Number of Slides: 32 (includes cover, transition slides)

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Upload date (first version): May 2, 2017

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