In a recent Aragon Research Podcast, Nextiva’s CMO, Yaniv Masjedi, and Aragon Research founder and CEO, Jim Lundy, discuss this topic. They also discuss how businesses can meet the demand for these future-forward tools.
What Does it Mean to Be Customer Centric?
A customer centric culture refers to a business mindset, approach, or culture. This culture positions customer satisfaction at the top of every agenda and process.
All forward-looking organizations have a customer centric culture. It’s crucial for success in a digital economy.
Such companies align their products, processes, and people with the needs of their customers. They serve customers by:
- Meeting their demands
- Solving their problems
- Satisfying their desires
- Addressing their issues
- Valuing their feedback
- Supporting their success
- Enriching their experiences
- Exceeding their expectations
Customer centricity goes beyond delivering top-notch products. It nurtures authentic and value-generating relationships with customers.
Customer Centric Culture and Collaboration
Jim Lundy: At Aragon, people centric collaboration is about connecting people to get work done. You then let applications figure out how to connect people.
Yaniv Masjedi: You’re right, Jim. We’re in the era of the customer right now. But most companies are failing at to communicate and engage with customers. That’s why customer centric collaboration and the tools to support it are so important.
Related: The state of an organization’s communications is crucial to its bottom line. This may not always be top of mind for business leaders. In fact, Aragon Research explains people-centric collaboration as seamless communication and collaboration. With technology, our means of communication should also advance to meet the demand. According to our survey, 25% of our respondents said communications issues have resulted in massive churn.
Why Does This Matter?
A company’s revenue, reputation, and relevance depend on how it treats customers. Satisfied customers lead to higher profits, stronger brand loyalty, and sustainable growth.
Furthermore, happy customers tend to share their experiences by word of mouth or on social media. The evolution of organizational structures show how important a customer centric culture is. From startups to global enterprises, customer-focused departments and roles have sprouted like mushrooms.