Customer Centric Approach for Excellence...

Customer Centric Approach for Excellence A customer centric organization is that which reorients its entire operations around the customer, increasing customer satisfaction and its own profitability in the process. It understands not only the customer values, but also the value the customer represents for its bottom line. The organization aligns its operations behind a carefully defined and quantified customer based strategy and carries out such activities like product development, demand generation, production and scheduling, supply chain, customer care, etc. to deliver greater value to the customers at lower cost. Customer centric approach of the organization is not only offering to the customers good service but also helps in the development the organizational strategy based on putting the customer first at the core of its operations consisting of the entire value chain. By putting the customer at the core of its operation, the organization collects large amount of data which give it a full 360 view of the customer. These data are then used to enhance the customer experience and add value for its customers on a consistent basis. The data help the organization to mould all its processes and activities for understanding customers, anticipating and fulfilling their needs, meeting their expectations, and utilization of the available opportunities. In the present day competitive environment, customer centric approach is not only what is desired but also it is an essential approach to achieve success. However following of a customer centric approach is not an easy task for the management of the organization, since it calls for redesigning the organization to put customers at the centre of every decision. This can be a challenging task, especially if the organization is product oriented, highly diversified and change resistant. But with determination and commitment, customer centric approach can be...