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2011: what is likely to stay the same?
Right now there are lots of people putting forward there views on what will be hot /new / different in 2011. As I do not have a crystal ball and because I believe in the fundamentals, I am going to...
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6 reasons why companies continue to struggle with customer centricity
I can think of six reasons why many publicly quoted companies continue to make slow, painful, progress towards customer centricity: They are publicly listed enterprises and they are expected to be...
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Ultimately all the customer-centric talk comes down to this ONE question
When it comes to customer-centricity there is only ONE question If you grapple with the Customer stuff for long enough you get past all the surface issues – data, CRM systems, processes, metrics,...
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Is this the most serious misunderstanding plaguing customer-centricity?
Misunderstanding, reality and narrative There are so many misunderstandings around customer-centricity that it is hard for me to know where to start. In this post, I want to deal with a particularly...
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