Customer-Centricity: A Primer

"True" customer-centricity entails a fundamental transformation of how companies are typically structured and managed. Instead of focusing primarily on portfolios of products, customer-centricity requires organizing business units in terms of customer segments and then managing these units in terms of customer revenue growth and profitability. Customer-centricity also refocuses innovation on the creation of customer segments and value propositions and moves the impetus for innovation from headquarters to the field interface with customers.