A customercentric approach must drive digital transformation. The objective of the study is to explore the concept of customer centricity in oman and to analyze the challenges of implementing customer centric innovations, and the strategies in. Client centric businesses ensure that the customer. T ool k it by thoroughly mapping the the customer done, a. Only when customer centric strategies are supported and advanced by culture will a company realize its customer. The bank now enables customers to open an account with fnb in minutes by taking a selfie through the fnb app. Customer centric companies show a similar pattern along the other dimensions as well, but the strength and character of these first four are critical to delivering an exceptional customer experience.
This indicates implementing a customer centric innovation involves taking the result of research into executable strategies wherein the offensive and defensive approaches play together in. Fnb unveiled new customer centric innovations on wednesday, 16 may 2018. Building a customercentric mindset insead knowledge. Company leaders are starting to recognize that culture and strategy go hand in hand. Pdf manage customercentric innovationsystematically. Building a customercentric mindset organisations that want to become customer centric must shift their focus from tools towards people in the organisation in order to get employees thinking like their customers. Customer centric also known as client centric is a business strategy thats based on putting your customer first and at the core of your business in order to provide a positive experience and build longterm relationships. Often, a wellintentioned strategy is diluted by operational constraints. Customer centricity is a mindset first and a set of processes and tools later. Customer centricity embedding it into your organisations dna.