Tag Archives: customer centricity

Identifying and measuring the value of customer-centricity

Customer-centricityWhat makes a customer loyal? This high-stakes question resonates from the boardroom to the call center. Finding the right answer is more difficult—and important—than ever. Keeping customers satisfied, without unnecessarily driving up sales or services costs, is a direct path to profitable growth, especially in the face of a challenging economic environment.

“In 2009, (Forrester expects) enterprises to turn their attention from an emphasis on customer acquisition to customer retention. In a recent CustomerThink survey of more than 350 CRM professionals, ‘improving customer loyalty’ was rated as a ‘top five’ business priority by 57 percent of respondents. This was second only to ‘improving the customer experience,’ picked by 62 percent. During an economic recession, sustaining revenue growth—or forestalling revenue erosion—becomes even more critical. Customer management improvement initiatives, supported by advanced business technologies, will continue to be critical to achieving this goal.”1

Industry-leading organizations make customers’ priorities their priorities. When managing performance, they continually measure, monitor and improve what matters most to customers. As companies align their value proposition to meet customer needs, they must periodically evaluate their strategies and processes to present customers with a consistently exceptional experience.

An enterprise that embraces customer-centricity defines its processes around its customer requirements at key interaction points. In essence, the company views itself as a portfolio of customers, rather than as discrete groups of products, services, territories and/or functions. This change in orientation allows companies to effect change necessary for their business processes, organizational structures and corporate cultures so that they can achieve the benefits of customer-centricity.

So, is your company customer-centric? Tell us what makes your customer loyal. If you would like to learn more about customer loyalty, read BearingPoint’s customer loyalty white paper.

1 Forrester, Trends 2009: Customer Relationship Management, Dec. 11, 2008

Measuring Healthcare Provider (HCP) Portal success

Max Duprat, Senior Manager BearingPoint Life Sciences
Max Duprat
Senior Manager
BearingPoint

Join BearingPoint Senior Manager, Max Duprat, as he explores the second in a series of podcasts which addresses how leading life sciences organizations are adopting a customer centric approach to marketing. In the first podcast of this series, we talked about the integration strategies for HCP portals as they relate to customer centricity. Today, we’re talking about how to measure the success of your HCP Portal.

Reporting and analytics is an important part of the overall success of an HCP Portal launch because it allows you to measure your progress towards your portal’s goals and also to gain insights into your HCP users’ preferences. While measuring progress is important, the real reason why analytics is a critical component of making your HCP Portal a success is because of the learnings gained from these measurements.

Throughout this podcast you will learn how your analytics approach should provide you with new insights into your customers’ preferences and behaviors. You will also learn the importance of defining and incorporating your analytics requirements early in the development process of your HCP portal. Tune in to find out more.

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