Customer centricity is fundamental to business growth and ongoing
success. Most executives appreciate the importance of it yet don't know
how to execute it or sell the processes internally. This thoroughly
revised edition of Breaking Through guides readers systematically
through the ten breakthrough points of implementation, to explain how to
execute a transformation to customer centricity, so that a company can
engage continuously with its customers, making them allies and advocates
with all the rewards that it brings. With updates on digital
opportunities, social media, emerging markets (including Africa), and
the social as well as financial impacts of customer centricity, this
book successfully blends strategy with implementation and also features
a range of innovative new and traditional business examples from across
the globe. Easy to read, in-depth and full of practical advice, this is
the essential step-by-step guide to implementing customer centricity to
endure in the long-term.