Post by ratna479 on May 18, 2024 3:45:07 GMT -5
More and more, ceos will come from this area, the status of cs will be the same as sales, gsc will be a valued position, everyone will be in some way cs professionals, large companies and new startups will enter this area, large technology companies will dominate this market, cs vps will be more prominent, customer retention will be increasingly important for investors, customer success will be the cover story of many magazines, churn will decrease in general, large consulting companies will operate in the area , many books will be written on the topic.Cultivate a customer-centric culture through executive leadership this article that talks about “ customer centricity ” was written by vibhas ratanjee and anson vuong, and originally published on the gallup website, represented by ynner in portuguese-speaking countries.
Executives don't spend enough time with customers. It is critical to create customer-centric leaders who make decisions with the customer in mind. Article highlights ceo's spend only 3% of their time with customers. A company's success with Bahamas Phone Number customers depends on leadership. Executives need to value customers over profit. A recent harvard business review study shows that, on average, ceos spend just 3% of their time with customers – that's less than two hours a week. If this is the extent of an executive leader's customer engagement, where do they get the best insights into their customers? To put it bluntly, how many customers do executive leaders actually know? Engaging customers is vital. And gallup research shows that building emotional bonds with customers can result in an average of 23% higher revenue per customer when done right.
In our experience, two critically important factors influence customer-centric outcomes: the way executive leaders organize their businesses around the customer and the way they make decisions that drive customer value. Develop customer-centric leaders executives need to immerse themselves in the world of the customer, and everyone around the board table needs to be directly responsible for long-term customer engagement. Quality leadership decisions can create real advancements in company strategy and result in true success with customers. Consider: the world had plenty of cell phones, but apple executives decided to spend more than $150 million to develop the iphone anyway. Apple knew its customers. And this customer-centric decision generated $738 billion in sales that still continues to grow. Therefore, if a choice between profit and customer must be made, choose the customer.