Precise. Relevant. Essential.

Building a Customer-Centric B2B Company

Grace Fuselier, November 8, 2019

$ 1,997.00

A comprehensive overview of how to practice customer centricity in a global organization. You will learn the importance of customer centricity, DuckerFrontier’s strategic framework for customer centricity, and four archetypes to build a customer-centric B2B organization.

Overview, Table of Contents & Sample Pages below


Intensifying competitive pressures, limited product differentiation, and increasing customer expectations are forcing B2B companies to re-evaluate their strategies. Companies are increasingly looking to build a customer-centric organization as they manage the threat of commoditization. A focus on customer centricity has tangible commercial benefits through deeper customer engagement and loyalty, increased share of wallet, lower costs to serve, and overall higher margins. However, building a global customer-centric company can be a complex task that requires managing multiple stakeholders, competing priorities, and organizational barriers. With this in mind, DuckerFrontier developed the 5 A’s framework, along with actions and case studies, to provide senior executives with a structured process, best practices, and practical recommendations as they implement customer centricity.

What you will learn

  • DuckerFrontier’s strategic framework for customer centricity
  • Archetypes to build a customer-centric B2B organization
  • Actions for B2B companies to take to win as a customer-centric business

What you will receive

  • Immediate access to the 88-page PDF report
  • Exclusive email updates covering emerging markets business topics
  • Special discounts on future report purchases

Table of Contents

  • Executive Summary4
  •   About This Report5
  •   How to Use This Report6
  • The Importance of Customer Centricity7
  •   What is Customer Centricity?8
  •   Understanding the Concept of Customer Centricity9
  •   Customer Centricity Yields Significant Returns10-11
  •   There is an Urgent Need to be Customer Centric12
  •   Challenges in Building a Customer-Centric Company13
  •   B2B Companies Face Unique Challenges to Transitioning14
  •   Customer Centricity is Diluted in Global Organizations15
  • DuckerFrontier’s Strategic Framework for Customer Centricity16
  •   The Five A’s Strategic Framework17
  •   The Five A’s Strategic Framework: Awareness18-19
  •   Awareness: Diagnostic for Evaluation20-23
  •   The Five A’s Strategic Framework: Analysis24-25
  •   Collecting Insight From the Right Sources is Critical26
  •   Analysis Example: A Voice of Customer Project27
  •   Analysis Example: B2B Communities28
  •   The Five A’s Strategic Framework: Alignment29-31
  •   The Five A’s Strategic Framework: Accountability32-34
  •   The Five A’s Strategic Framework: Action35-36
  • Archetypes and Actions to Build a Customer-Centric B2B Organization37
  •   Archetypes of B2B Customer-Centric Organizations38-40
  •   Archetype 1: Limited Customer Centricity41
  •   Action 1: Communicate the Importance of Customers42
  •   Case Study: Company Delta43
  •   Action 2: Equip Employees With the Customer Perspective44
  •   Case Study: Company Epsilon45
  •   Action 3: Recognize Customer-Centric Behavior46
  •   Four Archetypes of Customer-Centric Organizations47
  •   Archetype 2: Marketing-Led Customer Centricity48
  •   Action 1: Capitalize on Digital Tools to Stay Engaged49
  •   Case Study: Company Zeta50
  •   Action 2: Integrate Insights Into Internal Processes51
  •   Action 3: Adjust the Global Customer Journey52
  •   Case Study: Company Eta53
  •   Action 4: Build B2B Customer Personas54
  •   Four Archetypes of Customer-Centric Organizations55
  •   Archetype 3: Customer-Facing Activities-Led Approach56
  •   Action 1: Create Segments to Enable Sales Effectiveness57
  •   Case Study: Company Theta58
  •   Action 2: Adopt a Consultative Mindset59
  •   Case Study: Company Iota60
  •   Action 3: Focus on Problem Handling and Resolution61
  •   Action 4: Monitor the Right Performance Metrics62
  •   Case Study: Company Kappa63
  •   Action 5: Engage Non-Customer-Facing Functions64
  •   Case Study: Company Lambda65
  •   Four Archetypes of Customer-Centric Organizations66
  •   Archetype 4: Customer Experience Teams67
  •   Action 1: Undertake a Voice of Employee Exercise68
  •   Action 2: Build and Develop Customer-Centric Capabilities69
  •   Case Study: Company Nu70
  •   Action 3: Create Customer-Centric Employee Goals71
  • The Hallmarks of a Customer-Centric B2B Organization72
  •   The Hallmarks of a Customer-Centric B2B Company73
  •   The Hallmarks of a Customer-Centric B2B Company: #174
  •   Senior Executive Support: Case Study – Xi (1/2)75
  •   The Hallmarks of a Customer-Centric B2B Company: #276
  •   Dedicated CX Leadership Team: Case Study – Xi (2/2)77
  •   The Hallmarks of a Customer-Centric B2B Company: #378
  •   Empowered CX Team: Case Study – Omicron (1/3)79
  •   The Hallmarks of a Customer-Centric B2B Company: #480
  •   Deep Understanding of Customer: Case Study – Omicron (2/3)81
  •   The Hallmarks of a Customer-Centric B2B Company: #582
  •   Engaged Employees: Case Study – Omicron (3/3)83
  •   The Hallmarks of a Customer-Centric B2B Company: #684
  •   Rewards and Recognition: Case Study – Pi (1/2)85
  •   The Hallmarks of a Customer-Centric B2B Company: #786
  •   Monitoring Progress: Case Study – Pi (2/2)87
  • About DuckerFrontier88

Sample Pages

DuckerFrontier is a market intelligence and consulting firm that provides tailored solutions to drive growth for clients across the B2B, healthcare, consumer, and technology sectors. Our dedicated teams serve as advisers to clients, delivering the market and industry knowledge they need to succeed at all points in the business cycle. Continuous research & insights, custom solutions, and transaction support services provide clients with timely, actionable insights to adapt and win in changing markets. The company is headquartered in Washington, DC, with offices in Troy, Mich., New York, London, Paris, Berlin, Singapore, Shanghai, and Bangalore. For more information, please visit www.duckerfrontier.com.

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