What are customer-centric companies required to do?

What are customer-centric companies required to do?

  • No significant organizational changes are necessary: they just have to adopt a customer-centric approach.
  • Be willing and able to change their organizational design and performance metrics to focus on creating long-run customer value. Changing incentive structures is not necessary.
  • Be willing and able to change their organizational design, performance metrics and incentive structures to focus on creating long-run customer value
  • Be willing and able to change their performance metrics and incentive structures to focus on creating long-run customer value. Changing organizational design is not necessary.

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