The Ultimate Guide to: Creating Customer Centricity with CRM
Customers now demand more from the companies they do business with. Whether it’s the B2C or B2B sector, customers expect to be treated as if they are the centre of your world and not merely an entry in an end-of-month sales report. They expect to enjoy support and relevant content however they choose to engage with your company whether it’s online or in-store.
Savvy companies have been waking up to this shifting mindset and are embracing a customer-centric approach to their work culture. It means that wherever the customer is on their journey, everyone in the company is there to support, help and enthuse. From Apple to Burberry, customer-centric businesses present themselves as a customer-focused omni-channel that helps nurture consumer buying decisions at every stage of the sales funnel.
The key ally in this transition to a customer centric culture is CRM. But on its own, a CRM platform is not enough – it requires buy-in from all in your company to ensure you put the customer at the heart of everything you do.