Developing A Customer-Centric Strategy

When you run a business, one of the important things you will need to keep in mind is how to come up with a customer-centric strategy you can rely on. Most people don’t think much of this, but it’s actually one of the most critical things you can do to ensure that the business actually progresses. One of the concepts you might need to adopt when doing this is using a customer-centric strategy. This is a fairly new concept, which means that many people might not be familiar with it. However, the fact that large firms such as Amazon use this particular model to run their businesses and have done so very successfully means that if you try it, you are likely to get the same level of success.

The rationale behind the use of this strategy is very simple. In any business, the success of the firm depends on the experiences that the customers have. If the customers have a good experience, they are not only likely to do more business with you, but will also be in a better position to encourage other people to do the same. In the end, it is a strategy that will help you not only get new customers, but also retain the ones you already have for a very long time.


The best way to make this type of strategy work is by approaching it in a modular manner. You need to think about all the different things that lead to customers being happy, and then coming up with ways to implement them. 

Developing A Customer-Centric Strategy 

Understand Your Customers

You can’t come up with any strategy to suit a group of people if you do not know their likes, dislikes and other characteristics. This means that if you intend to come up with a customer-centric strategy for your business or product, the very first step you need to begin with is understanding their needs and qualities. The fact that the rest of the process is dependent on the information you get from doing this means that this is the one part of the process that you should not compromise.

There are a number of ways of getting this information. One of the most effective is by working with a market research company, who will do all the legwork for you and come up with the information you need in a comprehensive manner. When you are embarking on the process of finding out more about your customers, you should remember that this is a labor intensive process, and you will often need to spend some time on it. If it gets done correctly, you will end up having a much easier time handling the rest of the process.

Be Prepared to Use Metrics

How will you know that your strategy is working? Are the systems that you have put in place to get this information tried and tested? These are concerns that you should start dealing with from early on, since they go a long way in determining just how effective the strategy turns out to be.

There are various ways in which you can get such metrics, and these include through the use of feedback from the clients. For instance, if your customers have come into contact with the strategy, you could ask them to fill a short questionnaire that captures relevant information such as how happy they are with the strategy.

Another way to go about it is by using data such as click through rates and page views in a site.

The importance of these pieces of information is that they help you figure out how to modify the strategy if need be. For instance, the metrics will give you an idea of whether the strategy is working as expected, and will also show you how people respond to changes to the strategy if you implement them. In the end, you will have more control over it as far as monitoring is concerned.

The Importance of Integration

When you are coming up with a customer-centric strategy, it would be wise for you to try and make sure that it’s integrated with the rest of the business. This means that the strategy has to be designed in such a manner that all the units in the company are geared towards the same goal. Remember, the company is regarded as a single unit, and for this reason such a decision has to be adopted across the board for it to work. Another aspect of integration that you need to be keen on is making sure that the customer-centric strategy is also used to transform the corporate culture.

The effect of doing this is that by doing so, you will be making sure that all the parties involved work towards a common goal. This in turn means that the chances of success of the venture are likely to be much higher than usual.

Consider Seeking Help

Depending on the circumstances of the business, you might find that coming up with the customer-centric strategy will be very complex. To reduce the risk of any errors, you should consider working with a consultant who can help you figure it out. The most important factor you need to keep in mind when doing this include making sure that you choose a consultant with a good reputation, and who has handled such projects before. In addition to that, it will also be wise to ensure that you involve such a party from early on. This way, they can be involved in the project more deeply, which in turn increases the chances of success of the venture.


In summary, in a world where the competition for business is increasing at a rapid rate, it is very important for you to make sure that you are always in good terms with your customers. The above is just an customer-centric strategy overview of some of the things you might need to keep in mind in order to come up with a strategy that will help you achieve this.


Amy Clark is the Lead Author & Editor of IWantItNow Blog. Amy established the Customer Engagement blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to customer service, support and engagement.