Huawei President Ren Zhengfei pointed out: "Serving customers is the only reason for Huawei's existence, and customer demand is the driving force behind Huawei's development." In fact, serving customers is not only the only reason for Huawei's existence, but also the only reason for the existence of all enterprises.
As a profit-making organization, the source of profit of an enterprise can only be customers, and its fundamental existence value can only be to continuously create value for customers through products and services, so as to obtain continuous feedback (profit) from customers, and to support the sustainable development of enterprises with customer feedback. Customers are becoming more business savvy and better informed than ever. Combine that with escalating competition, and it's clear that product-centricity is fast becoming an outdated model for marketers. Not to be confused with "the customer is always right", customer centricity is defined as putting the end user at the focal point of every business decision. Go beyond simply delivering a great product and focus on enriching the customer journey and giving them the best experience possible with the customer at the center.
Why Is Customer-Centricity Important?
As a profit-making organization, the source of profit of an enterprise can only be customers, and its fundamental existence value can only be to continuously create value for customers through products and services, so as to obtain continuous feedback (profit) from customers, and to support the sustainable development of enterprises with customer feedback . The daily work of any enterprise must be market-oriented and carried out with the creation of customer value as the core; once an enterprise deviates from the development orientation of customer value creation, no matter how brilliant it has achieved before, what awaits them next is only It is abandoned by customers and forgotten by the market.
How To Become More Customer-Centric:
1) Use tools (CRM/SCRM) for customer data management.
2) Focus on helping customers complete their buying journey.
3) Coordinate sales and marketing for higher quality leads.
4) Make it easy for customers to complete the sales process.
5) Develop metrics for customer service success and monitor progress regularly.
Customer-centricity is slowly becoming the norm. Online sales and competition continue to intensify, and consumers are increasingly connected and informed. It’s only a matter of time before the importance of customer-centric thinking evolves from something that might help a business to a powerful, measurable revenue influencer.