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Organizations can truly embrace customer focus only if they embed it as a culture throughout their organizations. 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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This page is a summary of: Building a customer-focused culture in organisations: developing 7Cs model, International Journal of Business Excellence, January 2018, Inderscience Publishers,
DOI: 10.1504/ijbex.2018.10015931.
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