Building a customer-focused culture in organisations: developing 7Cs model

What is it about?

To be successfully focused on customers, organizations must ensure a high level of consensus and cohesiveness around the belief that their existence relies on being responsive to the needs of its customers. Organizations can truly embrace customer focus only if they embed it as a culture throughout their organizations. This research has emphasized significance of market orientation as well as strategic capability in inculcating customer-focused culture. To build customer-focused culture, organizations need to deploy market orientation executed with strategic capability. The research has developed 7Cs model to facilitate building of customer-focused culture in organizations. A strong customer-focused culture exhibits high ratings on all 7Cs: customer insight, competitor awareness, collaborative approach, criteria for decision making, compensation strategy, CEO leadership and customer value creation.

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Photo by Austin Distel on Unsplash

Photo by Austin Distel on Unsplash