In last week’s blog we looked at the pain points of CX. Today we are going to delve into the number 1 imperative in determining the success of Customer Experience. Yesterday we were at a sales conference in New Zealand with Bayer and the imperative was reiterated time and time again. Integrated Business Planning. Who would have thought?
Have you ever met a commercial leader who said their company wasn’t customer-centric? We haven’t.
We have however been asked by many commercial leaders what being truly customer-centric actually means. And when you get under the skin of it, what they really want to know is how they can remove the barriers that get in the way of a deeper focus on the consumer, the shopper and the retailer throughout the organisation.
And they are not alone in this challenge. In fact, fewer than 25% of organisations say they can effectively integrate cross-functional working practices around the real needs of customers.
So how exactly can you break down these barriers and maximise your much-needed growth opportunities?