Peter FaderCustomer Centricity, 2011
Aligning products, services and culture around the needs of the most valuable customers — deliberately not treating all customers equally, because they are not equal in value.
Shah, Rust, Parasuraman et al.Journal of Service Research, 2006
The true shift is organisational: from selling products to serving customer needs, requiring changes in structure, metrics and incentives — not slogans.
The EclipseFrontiers® LensCustomer-centric is a P&L design, not a poster.