A framework and approach by which your organisation will understand its current capability and shape its future capability to deliver the form of customer centricity that is right for you and which produces sustainable incremental profit.
There are only four Levers that you can use to increase the profitability of customer-based activities. You can:1.RETAIN more customers for longer, focussing on the best customers.2.Manage and decrease customer-related costs (EFFICIENCY)3.ACQUIRE more and/or a better mix of customers4.DEVELOP (PENETRATE) both the direct and indirect financial value of all customersThese levers need to be supported by effective & efficient ENABLERS and built on customer-orientated FOUNDATIONS