What If Your Company Could Be Customer-Centered

Organizational client-focus sounds obvious but is hard to achieve. Act strategically, start small and scale quickly for sustainable impact.

Leap Partners
Mar 17, 2018 · 3 min read

By Mattias Weber, Managing Partner at Leap Partners, Zürich

Client focus is a key principle in many firms and it is becoming clear that its value runs deeper than communications and quality of service. It is obvious nowadays: customer experience sells.

There is however an urgent need to understand success factors of client-centricity. As companies face pressure from start-ups and new business models, traditional companies need to seek ways to quickly adapt to these new conditions. Some cannot take the pressure and face bankruptcy while others remain agile in the face of change. Google, Apple, Amazon, and PayPal are for example using their customer base and client knowledge to develop new business models and customer relations.

Obstacles to realize a customer-centered organization are diverse: complexity, silos, IT legacy systems to name a few — but remaining relevant to customers is a critical success factor for all companies.

«Customer centricity is quickly promised and only slowly implemented — its a journey where all organizational units have to rethink their habits.»

Establishing customer centricity will require a fundamental new approach and additional skills for your organization. Important questions include: Where can we start? How can we scale client-focus? How can we adapt to the conditions outlined above? How can we firmly embed client-focus within the organization?

It’s the Journey, Stupid

Inspire, Convince and Learn

Prove, Empower and Scale

Anchor, Expand and Enhance

Fundamental Changes in Corporate Culture

  • Perspective change: customer insights and needs are start and not the end of the development of a product
  • Accepting uncertainty: leadership creates conditions that values uncertainties higher than processes and structures
  • Decision making: additional elements like customer value are part of decision making rather than focussing on technical or financial aspects
  • Make it tangible: environments are created that are evidance for a customer centric culture move employees away from their tables

How Will Your Journey Look Like?

  • How does a successful customer-centric organization look like?
  • What will change from a customer perspective?
  • Where can we begin creating the first beacons of success?
  • Which resources, tools, and skillsets do we need to begin?
  • What is important for your leadership during this process?

Enjoy the ride.

LEAP PARTNERS

A strategy consultancy partnering with leaders of…

LEAP PARTNERS

A strategy consultancy partnering with leaders of established firms who want to stay on the vanguard of the future. We uncover what made them great, envision a future that is true to their DNA, formulate their purpose and co-create the offerings, culture, and leadership capacity.

Leap Partners

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We are a strategy consultancy partnering with leaders of established firms who want to stay on the vanguard of the future. Visit www.leap-partners.com

LEAP PARTNERS

A strategy consultancy partnering with leaders of established firms who want to stay on the vanguard of the future. We uncover what made them great, envision a future that is true to their DNA, formulate their purpose and co-create the offerings, culture, and leadership capacity.