- Customer centric companies are 60%
more profitable than non-customer
- 10% increase in customer retention=30%
increase in company value.
- A focus on the buyer’s journey
reaps over 50% greater return on
marketing investments than for those that
surprisingly, a focus on the customer
journey typically means a better customer
experience. Translation? Nearly 25% more
positive social media mentions.
- Better customer experience also drives
better and more positive word of mouth,
driving more than 2.5 times greater
revenue from customer referrals.
Objectives of Customer Centricity
- To analyse and assimilate the need for customer
- To synthesize customer centricity and its key
- To assimilate the types of customer needs and their
link to customer satisfaction.
- To identify dimensions of customer centricity.
- To undertake Customer Needs analysis.
- Exploring the relationship
between customer needs and
- Normal Requirements are typically what we get by just asking
customers what they want.
- Expected Requirements are often so basic
the customer may fail to mention them - until
we fail to perform them.
- Exciting Requirements are difficult to discover. They are
beyond the customer's expectations.