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Building a Customer-Centric B2B Company

  • ID: 4846306
  • Report
  • 88 pages
  • DuckerFrontier
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Overview
Intensifying competitive pressures, limited product differentiation, and increasing customer expectations are forcing B2B companies to re-evaluate their strategies- Companies are increasingly looking to build a customer-centric organization as they manage the threat of commoditization- A focus on customer centricity has tangible commercial benefits through deeper customer engagement and loyalty, increased share of wallet, lower costs to serve, and overall higher margins- However, building a global customer-centric company can be a complex task that requires managing multiple stakeholders, competing priorities, and organizational barriers- With this in mind- The author developed the 5 A's framework, along with actions and case studies, to provide senior executives with a structured process, best practices, and practical recommendations as they implement customer centricity-

What you will learn
  • The author's strategic framework for customer centricity
  • Archetypes to build a customer-centric B2B organization
  • Actions for B2B companies to take to win as a customer-centric business
What you will receive
  • Immediate access to the 88-page PDF report
  • Exclusive email updates covering emerging markets business topics
  • Special discounts on future report purchases
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Executive Summary
  • About This Report
  • How to Use This Report
The Importance of Customer Centricity
  • What is Customer Centricity?
  • Understanding the Concept of Customer Centricity
  • Customer Centricity Yields Significant Returns
  • There is an Urgent Need to be Customer Centric
  • Challenges in Building a Customer-Centric Company
  • B2B Companies Face Unique Challenges to Transitioning
  • Customer Centricity is Diluted in Global Organizations
The author's Strategic Framework for Customer Centricity
  • The Five A's Strategic Framework
  • The Five A's Strategic Framework: Awareness
  • Awareness: Diagnostic for Evaluation
  • The Five A's Strategic Framework: Analysis
  • Collecting Insight From the Right Sources is Critical
  • Analysis Example: A Voice of Customer Project
  • Analysis Example: B2B Communities
  • The Five A's Strategic Framework: Alignment
  • The Five A's Strategic Framework: Accountability
  • The Five A's Strategic Framework: Action
Archetypes and Actions to Build a Customer-Centric B2B Organization
  • Archetypes of B2B Customer-Centric Organizations
  • Archetype 1: Limited Customer Centricity
  • Action 1: Communicate the Importance of Customers
  • Case Study: Company Delta
  • Action 2: Equip Employees With the Customer Perspective
  • Case Study: Company Epsilon
  • Action 3: Recognize Customer-Centric Behavior
  • Four Archetypes of Customer-Centric Organizations
  • Archetype 2: Marketing-Led Customer Centricity
  • Action 1: Capitalize on Digital Tools to Stay Engaged
  • Case Study: Company Zeta
  • Action 2: Integrate Insights Into Internal Processes
  • Action 3: Adjust the Global Customer Journey
  • Case Study: Company Eta
  • Action 4: Build B2B Customer Personas
  • Four Archetypes of Customer-Centric Organizations
  • Archetype 3: Customer-Facing Activities-Led Approach
  • Action 1: Create Segments to Enable Sales Effectiveness
  • Case Study: Company Theta
  • Action 2: Adopt a Consultative Mindset
  • Case Study: Company Iota
  • Action 3: Focus on Problem Handling and Resolution
  • Action 4: Monitor the Right Performance Metrics
  • Case Study: Company Kappa
  • Action 5: Engage Non-Customer-Facing Functions
  • Case Study: Company Lambda
  • Four Archetypes of Customer-Centric Organizations
  • Archetype 4: Customer Experience Teams
  • Action 1: Undertake a Voice of Employee Exercise
  • Action 2: Build and Develop Customer-Centric Capabilities
  • Case Study: Company Nu
  • Action 3: Create Customer-Centric Employee Goals
The Hallmarks of a Customer-Centric B2B Organization
  • The Hallmarks of a Customer-Centric B2B Company
  • The Hallmarks of a Customer-Centric B2B Company: #1
  • Senior Executive Support: Case Study - Xi (1/2)
  • The Hallmarks of a Customer-Centric B2B Company: #2
  • Dedicated CX Leadership Team: Case Study - Xi (2/2)
  • The Hallmarks of a Customer-Centric B2B Company: #3
  • Empowered CX Team: Case Study - Omicron (1/3)
  • The Hallmarks of a Customer-Centric B2B Company: #4
  • Deep Understanding of Customer: Case Study - Omicron (2/3)
  • The Hallmarks of a Customer-Centric B2B Company: #5
  • Engaged Employees: Case Study - Omicron (3/3)
  • The Hallmarks of a Customer-Centric B2B Company: #6
  • Rewards and Recognition: Case Study - Pi (1/2)
  • The Hallmarks of a Customer-Centric B2B Company: #7
  • Monitoring Progress: Case Study - Pi (2/2)
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