If you’ve heard that your company needs to be customer-centric, raise your hand. Now raise your hand if your company values its clients. If you didn’t raise your hand at all, you had better find out right away why your B2B business needs to be customer-centric. This is true regardless of the fact that you are in a public area and are wary of strangers observing your erratic movements.
Why your company isn’t customer-focused
Strong customer support and customer success operations are nothing new for B2B organizations, but all too often, customer relationships are transactional – a customer has a problem, and you help, but your company only cares about closing out tickets and hitting ideal response and resolution times.
But why is it important for your company to put the customer first? First of all, customers will find out if you advertise that your business is customer-centric but fail to deliver on that promise.
Second, the advantages of customer-centric business work in both directions. Yes, a customer-centric approach is non-transactional and focuses on creating the best possible customer experience.
Goals for focusing on the needs of the customer
Don’t focus only on improving metrics.
There is no denying that CSAT and NPS scores are useful indicators of customer health, but they shouldn’t be regarded as the only source of information.
Strive to understand your customers better.
With a 360-degree view of customers, your company can gauge a customer’s success with their own initiatives as well as their general well-being and satisfaction with your goods and services.
Looking to create a company with a true focus on the needs of its customers? Call Cegura Technologies!
