CUSTOMER-CENTRICITY IS NOT A MINDSET
It’s an Architectural Decision. “Customer-centric.” It’s everywhere. On websites.In pitch decks.In strategy offsites. But here’s the uncomfortable question: If your commercial system is not structurally designed around the client, are you really customer-centric — or just fluent in the language? Most companies don’t have a customer-centricity problem. They have a system design problem. The Illusion […]