What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. To do this, you need to: 1) Really know the customer in order to anticipate their best interests. 2) Differentiate between primary and secondary motives. How Marketing and Customer Reference Managers can help build customer-centricity enterprise-wide. From the blog Customer Experience Optimization: at http://customer.ology.com (3:48).

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