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    • Mark S. Rosenbaum, Ph.D.

    How to Create a Customer-Centric Organization

    Updated: Jun 23, 2019

    The term customer-centric seems confusing and so complex. But, I believe that creating a customer-centric organization is possible, once an organization understands its customers' expectations.

    A customer-centric firm meets its customers' expectations. That is, an expectation becomes a way of doing business. In essence, marketing and human resources must work together in a service organization.

    I created a PowerPoint presentation on the topic that may be of interest to service practitioners, see https://www.researchgate.net/publication/333815828_Designing_a_Customer_Centric_Organization

    Customer Centrism is an organizational philosophy and managers must "walk the talk."