Creating a Customer-Centric Culture Supported by Data-Driven Insights

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Customer-centricity is a key part of driving customer experience excellence, but how can data-driven insights help deliver CX success?

A company’s culture informs its every effort, from marketing, customer experience and outreach to the ways in which internal departments work together. In today’s competitive business environment, it’s imperative to implement a customer-centric culture that permeates the entire business, from the very top of the organisation down throughout every department sector.

This type of culture hinges upon several essential factors, but possibly the most important is that the entire organisation has a single, integrated, data-driven understanding of the customer. On top of that, the company has to have the structures to enable people to use this knowledge in a way that spurs repeat business, encourages loyalty and drives profits.

What does it take to do all this? A data-driven, customer-centric culture is underpinned by a specific framework that includes:

  • A unified mission statement that supports a “one company” approach.
  • The data necessary to establish a view of the customer that supports a singular company culture.
  • Investments in critical IT like master data management to support data-driven insights.
  • A series of value-based metrics that define the success of the company.

In this whitepaper, we’ll delve into each part of this framework to show how data-driven insights inform a customer-centric culture, and why this approach is invaluable, even essential, to today’s companies.