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
- Immediate access to the 88-page PDF report
- Exclusive email updates covering emerging markets business topics
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- 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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