But what does that actually mean

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And how can the whole thing be implemented digitally effectively? You will find answers and tangible examples for achieving optimal customer focus in this blog post. Competitive advantages through customer centricity Definition: What is Customer Centricity? With the concept of customer centricity, companies specifically focus on the needs and interests of customers in all measures. The aim is to gain competitive advantages . This means: Customer Centricity is a holistic strategic approach that is intended to optimally design the customer experience.

This is achieved by making customer and user needs and motivations the Special Data starting point for entrepreneurial activity. This customer-centric approach is not only limited to the sales funnel, but also to the after-sale phase in order to serve the customer journey holistically. Companies achieve this by creating real added value for users and customers along the entire value chain. However, it is not only important to optimally serve existing wishes and needs : companies should also, in the best case scenario, anticipate these and be able to offer tailored services and products at an early stage. All in all, a comprehensive orientation towards the human needs of customers is achieved, which enables real relevance on the market.



Why is customer centricity important? According to a study by Deloitte and Touche (2017), customer centricity is the decisive factor for success in the digital economy. This is also expressed in numbers: According to the study, companies that focus on the needs of their customers and implement customer centricity are 60 percent more successful than those that do not align their actions with the customer and their needs. There is another aspect: USPs are crucial if you want to stand out on the market and convince customers. And yet it is currently becoming increasingly difficult to have actual unique selling points that no other competitor has.