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How Creating Customer Value Makes You a Great Executive by Gautam Mahajan

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CHAPTER 11

Customer-Centric Circles

We studied Customer Strategy in the previous chapter. The Customer Strategy starts a Customer alignment and culture at all functions and levels as part of our Customer-centric objectives. This establishes what we call “Customer Conduits,” which are a top-down approach, driven by the CEO to make the organization Customer-centric.

Customer-Centric Circles or Customer Circles for short are a bottom-up approach to Customer centricity. The term Customer-Centric Circles is really a misnomer because it is a company-sponsored group of people generally frontline employees and some staff people. Customer Circles may not necessarily have Customers in it per se, but this group of people will focus on the Customer.

Some ...

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