Download Measuring Strategic Value of Custom Data Integration

There is little doubt that customer-centricity has become a strategic battlefront in business. This momentum continues to grow as the “timescales from ‘innovation to imitation’ reduce dramatically and other traditional differentials — price, quality and service — are losing their ability to differentiate companies” while the Internet is eroding many of the once-formidable advantages of distribution channels. Consequently, about the only thing that is left for competitive differentiation is the customer experience. Even for businesses that do not fully recognize these dynamics, internal pressures reflect customer-centric needs. These include demands to improve marketing productivity, increasing market diversity, fiercer competition, and more informed and demanding consumers. Firms that have managed to successfully traverse the path to customer-centricity have reaped rich rewards in the form of superior financial performance and loyal customers.

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