This episode outlines the concept of a customer-centric organization, contrasting it with traditional approaches where companies focus on what they want to produce rather than customer needs. It suggests that facing challenges like melting margins can be addressed by moving beyond simply innovating products or competing on cost to become customer-centric. Achieving this requires a fundamental change in strategy, structure, and culture, focusing on coordinating activities, fostering cooperation, developing employee capabilities, and establishing external connections to co-create value with customers. The episode also presents customer journey mapping as a valuable tool for understanding customer experiences and identifying areas for improvement.
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By Nicolas KfuriThis episode outlines the concept of a customer-centric organization, contrasting it with traditional approaches where companies focus on what they want to produce rather than customer needs. It suggests that facing challenges like melting margins can be addressed by moving beyond simply innovating products or competing on cost to become customer-centric. Achieving this requires a fundamental change in strategy, structure, and culture, focusing on coordinating activities, fostering cooperation, developing employee capabilities, and establishing external connections to co-create value with customers. The episode also presents customer journey mapping as a valuable tool for understanding customer experiences and identifying areas for improvement.