Читать книгу Your Customer Rules! - Bill Price - Страница 11

Many of the Me2B Leaders we analyzed have had the luxury of building their organizations from scratch, making it much easier to incorporate customer-centricity into their DNA. However, the vast majority of companies need to transform their organizations from within to respond to the challenge of meeting today's customer needs. Throughout the book, we look at obstacles that existing companies will have to overcome if they wish to change. We also describe some of the foundations that need to be put into place if organizations are to deliver the seven customer needs at scale:

● Streamlined processes.

● Integrated channels.

● Customer-oriented culture that recognizes business is personal.

● Energized, empowered people.

Those companies at the pinnacle of Me2B leadership seek a common bond with customers, the hallmark of true relationships. Me2B companies value customer relationships above all, and recognize financial success and stability is best achieved by rethinking business through the lens of the customer's experience.

Perhaps that's why we've found that recent research into the success factors for personal relationships, even marriages, applies surprisingly well to the business environment. We have built on some of that work in this book. To succeed in the Me2B era, big business is once again becoming personal, and it turns out that all those things that support quality customer relationships matter to employee relationships, too.

Now it's time to start the journey to Me2B success!