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Learning Path

Becoming a Customer-Centric Organization—Shift Your Focus to What Your Customer Really Wants

Time to complete: 1h 25m

Published byO'Reilly Media, Inc.

CreatedMay 2018

We all know the age-old adage, “the customer is always right,” which fundamentally embodies the philosophy of putting your customers first. Of course, it doesn’t take an MBA to know that if don’t make your customers your highest priority, you certainly won’t need to worry about the other aspects of the business for very long at all. But in today’s hypercompetitive business environment, what does it really mean to put your customers first, and how best can you do it? Consumers today have different notions of what they expect from the products and services they purchase than they did not that many years ago. Companies now must foster a relationship with their customers to build better products and create more engaging experiences.

In this learning path, you’ll examine why it’s so important to build a relationship with your customers, how to build that relationship, and then how to create an Agile organization to support it. First, you’ll learn about the new “Voice of the Customer.” Then you’ll look at the difference between adhering to a company-centric approach and a customer-centric one, and how it can dramatically affect your bottom line. You’ll then see how to make the shift to true customer centricity via methodologies such as “The Connected Customer” to give the customer a seat at the table, and “Customer-Driven Cadence.” When you’ve finished with this learning path, you’ll have a firm understanding of how to transform your organization into a truly customer-centric one, which, ultimately, will make it—and you—more successful.

What you’ll learn—and how you can apply it

  • Why listening to your customer is critical
  • How your customer can help you to succeed
  • How to shift your company to customer-centric ideas and focus

This learning path is for you because…

  • You're a decisionmaker who wants to succeed in an increasingly competitive market
  • You're a manager or director responsible for executing new ideas
  • You're a product manager who wants to champion the “Voice of the Customer”

Prerequisites: None

Materials or downloads needed in advance: None