In business, “collaboration” is the default answer to the question, “How can we drive a philosophy of customer-centric behavior across our company?” While collaboration is indeed necessary, it’s not ...

It has become fashionable — even essential — to be a “customer-centric” organization. As consumers, we’re bombarded with messages from insurance companies, retail stores and health care providers ...

At the heart of every one of these decisions should be the customer, as without them you have no business. Being ‘customer-centric’ is defined as ‘placing the customer at the centre of a company’s ...

A customer-centric AI strategy has become more than a technological asset — it's a pivotal component of business success. As we witness the digital transformation of commerce — a statement that is ...

If you’re taking the initiative to be more customer-centric, these five points from the perspective of a customer service consultant will get you well on your way — while keeping you from making ...

In the words of Wal-Mart founder Sam Walton: “There is only one boss—the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” In ...

Whether you’re the CEO of a company or the head coach of a sports team, success hinges on strategy, both in the boardroom and on the field of play. Both arenas require decision-making under pressure ...

Fleet management companies (FMCs) keep the wheels of commerce turning—literally. Almost any business that relies on a fleet of trucks, delivery vans or other vehicles depends on a FMC behind the ...

Over the past few decades, well-meaning business leaders have tried to build customer-centric workplaces to gain advantages over their competitors. The real key to success, however, starts with an ...

Editor’s note: Leadership Lens, appearing online at scmr.com on the second Tuesday of each month, offers insight into leadership issues and how to address them. If you are interested in future topics, ...