July 03 2006

Customer-centricity... does this ring bells?

An excellent article (via CRMGuru.com) on top-down customer-centricity: "we're customer-centric because I say we are". An interesting article on leadership versus management.

This article on the excellent CRMGuru is well worth a read. David Rance of Round UK sets out a humourous and thoughtful piece depicting top-down, mandated "customer centricity" and arguing the need to have the values based on central leadership but the execution based upon empowered employess. We all say this, hear this and probably believe it. Read the article and then decide whether there's some more walking to be done and less talking.

If you have any examples of either poor customer focus, misguided strategies or a disconnent between the experience online and offline. Emails in confidence to editor@internetretailer.info.

Ian Jindal