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Building a Customer-Centric B2B Company

Building a Customer-Centric B2B Company

Overview

Intensifying competitive pressures, limited product differentiation, and increasing customer expectations are forcing B2B companies to re-evaluate their strategies. Companies are increasingly looking to build a customer-centric organization as they manage the threat of commoditization. A focus on customer centricity has tangible commercial benefits through deeper customer engagement and loyalty, increased share of wallet, lower costs to serve, and overall higher margins. However, building a global customer-centric company can be a complex task that requires managing multiple stakeholders, competing priorities, and organizational barriers. With this in mind, DuckerFrontier developed the 5 A's framework, along with actions and case studies, to provide senior executives with a structured process, best practices, and practical recommendations as they implement customer centricity.

What you will learn

  • DuckerFrontier's strategic framework for customer centricity
  • Archetypes to build a customer-centric B2B organization
  • Actions for B2B companies to take to win as a customer-centric business
What you will receive
  • Immediate access to the 88-page PDF report
  • Exclusive email updates covering emerging markets business topics
  • Special discounts on future report purchases


Executive Summary
About This Report
How to Use This Report
The Importance of Customer Centricity
What is Customer Centricity?
Understanding the Concept of Customer Centricity
Customer Centricity Yields Significant Returns
There is an Urgent Need to be Customer Centric
Challenges in Building a Customer-Centric Company
B2B Companies Face Unique Challenges to Transitioning
Customer Centricity is Diluted in Global Organizations
DuckerFrontier's Strategic Framework for Customer Centricity
The Five A's Strategic Framework
The Five A's Strategic Framework: Awareness
Awareness: Diagnostic for Evaluation
The Five A's Strategic Framework: Analysis
Collecting Insight From the Right Sources is Critical
Analysis Example: A Voice of Customer Project
Analysis Example: B2B Communities
The Five A's Strategic Framework: Alignment
The Five A's Strategic Framework: Accountability
The Five A's Strategic Framework: Action
Archetypes and Actions to Build a Customer-Centric B2B Organization
Archetypes of B2B Customer-Centric Organizations
Archetype 1: Limited Customer Centricity
Action 1: Communicate the Importance of Customers
Case Study: Company Delta
Action 2: Equip Employees With the Customer Perspective
Case Study: Company Epsilon
Action 3: Recognize Customer-Centric Behavior
Four Archetypes of Customer-Centric Organizations
Archetype 2: Marketing-Led Customer Centricity
Action 1: Capitalize on Digital Tools to Stay Engaged
Case Study: Company Zeta
Action 2: Integrate Insights Into Internal Processes
Action 3: Adjust the Global Customer Journey
Case Study: Company Eta
Action 4: Build B2B Customer Personas
Four Archetypes of Customer-Centric Organizations
Archetype 3: Customer-Facing Activities-Led Approach
Action 1: Create Segments to Enable Sales Effectiveness
Case Study: Company Theta
Action 2: Adopt a Consultative Mindset
Case Study: Company Iota
Action 3: Focus on Problem Handling and Resolution
Action 4: Monitor the Right Performance Metrics
Case Study: Company Kappa
Action 5: Engage Non-Customer-Facing Functions
Case Study: Company Lambda
Four Archetypes of Customer-Centric Organizations
Archetype 4: Customer Experience Teams
Action 1: Undertake a Voice of Employee Exercise
Action 2: Build and Develop Customer-Centric Capabilities
Case Study: Company Nu
Action 3: Create Customer-Centric Employee Goals
The Hallmarks of a Customer-Centric B2B Organization
The Hallmarks of a Customer-Centric B2B Company
The Hallmarks of a Customer-Centric B2B Company: #1
Senior Executive Support: Case Study - Xi (1/2)
The Hallmarks of a Customer-Centric B2B Company: #2
Dedicated CX Leadership Team: Case Study - Xi (2/2)
The Hallmarks of a Customer-Centric B2B Company: #3
Empowered CX Team: Case Study - Omicron (1/3)
The Hallmarks of a Customer-Centric B2B Company: #4
Deep Understanding of Customer: Case Study - Omicron (2/3)
The Hallmarks of a Customer-Centric B2B Company: #5
Engaged Employees: Case Study - Omicron (3/3)
The Hallmarks of a Customer-Centric B2B Company: #6
Rewards and Recognition: Case Study - Pi (1/2)
The Hallmarks of a Customer-Centric B2B Company: #7
Monitoring Progress: Case Study - Pi (2/2)
About DuckerFrontier

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