Five Obstacles To Becoming Customer-Centric:
According to Siebel Systems Inc. in San Mateo, Calif., “most organizations approach customers from an inside looking out perspective, rather than from the customers outside looking in perspective.”
Five major obstacles typically stand in the way of achieving this customer-centric orientation, the company said:
Information silos. Customer data is scattered throughout the organization in discrete areas or “information silos” based on product or line of business. “This gives organizations a highly fragmented and incomplete view of their customers,” said Siebel.
Disconnected channels. In many organizations, information channels are not synchronized, which could result in a disjointed and unsatisfying customer experience.
Business processes do not reflect best practices. In most cases, a companys processes are not designed with customer needs and preferences in mind. This may prevent a company from being flexible in responding to customer requests for changes, for example.
Unaligned employees. Organizations may not be able to keep all employees informed about–and aligned with–corporate objectives and customer requirements. This lack of communication could mean that employees may not be able to do their jobs effectively, and that managers may not have the tools to optimize workforce performance.
Poorly coordinated business partners. Just as employees need to be aligned with corporate goals, a companys partners need to be aligned with the companys objectives. Organizations need to monitor and manage the performance of partnerships, Siebel said.
Reproduced from National Underwriter Property & Casualty/Risk & Benefits Management Edition, January 14, 2002. Copyright 2002 by The National Underwriter Company in the serial publication. All rights reserved.Copyright in this article as an independent work may be held by the author.
Want to continue reading?
Become a Free PropertyCasualty360 Digital Reader
Your access to unlimited PropertyCasualty360 content isn’t changing.
Once you are an ALM digital member, you’ll receive:
- Breaking insurance news and analysis, on-site and via our newsletters and custom alerts
- Weekly Insurance Speak podcast featuring exclusive interviews with industry leaders
- Educational webcasts, white papers, and ebooks from industry thought leaders
- Critical converage of the employee benefits and financial advisory markets on our other ALM sites, BenefitsPRO and ThinkAdvisor
Already have an account? Sign In Now
© 2024 ALM Global, LLC, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.