Monthly Archives: December 2014

The Three Pillars of a Customer-Centric Organization

In today’s business world where the customer reigns supreme, we hear lots of talk about the importance of becoming customer-centric organizations. But many companies struggle to bring this to fruition. And for good reason. Responding adeptly to each unique customer journey is no small feat. Yet it’s nonnegotiable for companies that want to effectively attract, engage, and retain customers – and rise to the top of their industry.

At SAP, we are so convinced of the value and power of customer centricity that we partnered with the CMO Council to expose the gap between the vision and the reality. The outcome is a 72-page report that summarizes our survey of 319 marketing executives across B2C and B2B brands. In it, we reveal why organizations are struggling to achieve adaptive customer engagements.

For a summary of the biggest hurdles facing marketers, check out “Why Aren’t Marketers Accomplishing Customer Centricity?” If you want a deep understanding of those challenges, give the full report a read.

Read the full article at my new personal website