Overcoming Barriers to Customer-Centric Transformation PPT

This PPT slide, part of the 33-slide Customer-centricity Primer PowerPoint presentation, outlines critical barriers to implementing a customer-centric operating model, emphasizing the challenges organizations face in their transformation journey. It identifies 2 primary obstacles: strong organizational silos and the need for substantial investment in business cases.

Strong organizational silos hinder the sharing of customer data and collaboration across different business units. This lack of cooperation can lead to limited engagement with customers, as initial interactions may be relegated to intermediaries, preventing direct relationships. The slide suggests that overcoming these silos is essential for fostering a more integrated approach to customer engagement.

The second barrier pertains to business cases that require significant investment. Organizations often focus on acquiring new business and increasing market share, neglecting to extract value from existing customer relationships. This oversight can stall initiatives, as many proposed investments fail to progress beyond the planning phase.

To address these barriers, the slide recommends specific direct actions. Establishing an end-to-end customer relationship through direct advice and service offerings is crucial. This approach not only enhances customer engagement, but also builds trust and loyalty. Additionally, a shift in perspective towards long-term benefits is necessary. Recognizing the potential to reduce costs while enhancing customer-centricity can drive more informed decision-making.

Identifying and dismantling these barriers is framed as a foundational step toward creating an effective enterprise-wide effort. This slide serves as a strategic guide for organizations looking to navigate the complexities of transformation and achieve a more customer-focused operational model.

This slide is part of the Customer-centricity Primer PowerPoint presentation.

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