Ten-Point Customer Focus Framework

Over the years, we have come to recognize that any customer-centric business strategy that generates any amount of success has contained the same 10 key elements. The elements may have different labels from one organization to the next, but the essence of them and their importance have been proven time and again.


The above elements are critical for both the effective design and the effective implementation of any sustained customer focus. The degree of success the organization has will depend on two variables:

The time it takes to see the value of and effectively develop and implement each element
The degree to which all 10 elements are aligned with each other and with the rest of the business

For more detailed descriptions of each element, use the "Contact Us" page to request a complimentary overview of the framework.


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