Are You Customer-Centric?
Download the PDF: https://www.demandmetric.com/content/are-you-customer-centric
Research indicates that when polled, 80% of your customers will respond that they are very satisfied
with your products/company. Makes you feel great, right? Don’t be fooled by the common misperception
that these customers are indeed loyal and plan to repurchase products, or endorse them to
their peers & colleagues.
How Can You Drive Customer-Centricity?
Analyze Data - work with IT to get historical purchasing information, segment your customer-base,
discover trends, analyze retention rates, assess geographic market penetration, and ultimately,
build your set of CRM metrics.
Observe - develop marketing analytics processes related to website activity, customer behavior,
predictive modeling, forecasting, and campaign ROI.
Gather Feedback - conduct an annual Customer Satisfaction Survey.
Profile - help your staff understand Market Segments and Customer Profiles by working with
customers to create Case Studies and generate testimonials.
Understand - as markets continuously evolve, redefine your target markets by reading our report
and conducting a Market Segmentation, Targeting, & Positioning initiative.
Plan Interactions - some accounts are more strategic than others. For those of paramount importance,
implement a Key Account Planning process.
Listen - consider adding a customer-facing Blog to your corporate website. Blogs are very
effective for generating feedback on products and services.
Consult - work with Sales to adopt a more Consultative Sales approach.
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