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25DB




Products & Services Customer Service Customer Relationship Management Customer Delight

Changing Your Cultural Focus from Products to Customers: An Overview

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ID: 4231


Features:

Metrics, Graphics


Words: 978


Published: Pre-2013


Delivery Format: Online


 

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This document provides a high-level overview of changing your cultural focus from products to customers. As companies compete in today’s increasingly competitive marketplace, they often find the need to transition their operations from product-focused models to newer, customer-focused approaches. Ultimately, CRM is this mindset that places the customer at the center of business activities. Successful CRM initiatives are able to ingrain this customer-centric mindset deeply into the organizational culture and business model. CRM initiatives that fail to manage this shift are likely to join the 70 percent of companies whose CRM efforts have under-delivered and under-performed.

Industries Profiled:
Manufacturing; Pharmaceutical; Financial Services; Service; Aerospace; Banking; Retail; Government


Companies Profiled:
AAR Corp.; Sanofi-aventis; AAA; Boeing; Corning; Eli Lilly; JD Edwards; Lands' End; Merrill Lynch; PSEG; Raytheon; U.S. Department of Veteran's Affairs; USAA; Vistakon


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