- Transforming from product-centric to customer-centric
- If employees lose their passion it could be time to go
- Clearly defining the new standard and associated criteria
“How can companies with ingrained product-centric business models transform themselves into customer-centric organisations?” Firms throughout various industries routinely pose this question to me due to their assumption that product-centric companies have an ingrained product-centric DNA that would be impossible to change. Many posit that a simpler solution would simply be to establish a brand new company with a customer-centric culture.
People who pose this question generally fall into one of two camps. In the first camp are individuals seeking any excuse to avoid change, preferring to retain the status quo. These individuals prefer familiarity, existing processes and procedures over the new and unknown. The second camp comprises individuals who understand and internalise the necessity to change, but lack the guidelines, strategy and action plan to effectuate such change. While I wish the first camp much luck in their attempt to stop the wheels of time, it is to the second camp that I offer my support and encouragement in their efforts.
