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4 Ways Agility is Crucial to Building Customer Centric Culture

4 Ways Agility is Crucial to Building Customer-Centric Culture

Regardless of industry, change is a constant force. When companies fail to adapt to economic, technological and competitive forces, they pay a high price. The ability to anticipate and make quick informed decisions often determines the success of a business.

4 Ways Agility is Crucial to Building a Customer-Centric Culture

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4 Ways Agility is Crucial to Building Customer-Centric Culture

Becoming a truly flexible business requires identifying opportunities, keeping pace with changing customer demands, and harnessing new technologies. Correctly interpreting change and having the flexibility to convert opportunities into action is vital for true business agility.

Organizational agility is imperative to a path of customer-centricity. The ability to deliver a consistent omnichannel experience, analyze customer information, and streamline processes is crucial to building a customer-centric culture.

The ability to adapt and change rapidly in response to external conditions is more important than ever. Maintaining a customer-centric focus while gaining true business agility requires implementing a total customer strategy into every level and department of a business.

Adopting agile practices will enable organizations to respond more quickly to change. The key considerations below emphasize how agility maximizes success and contributes to a more customer-centric culture.


4 Ways Agility is Crucial to Building Customer-Centric Culture.

Addresses key challenges head-on

Staying ahead of the competition requires knowledge and insight. But to maximize success, you need more than great business insight.

Recognizing key initial indicators of external threats and problems that impact business performance encourages strategic alignment and increased organizational agility.

There are several ways of identifying and addressing these business issues. One is to utilize enterprise software to streamline processes within the organization. Another is to take advantage of available agility programs, workshops, and courses.


Enables deployment of assets and staff effectively

Being agile means being able to run lean and redeploy resources quickly. There is a delicate balance to deploying assets and staff effectively. Businesses must be capable of managing fluctuations in demand across every department and level within their organization.

This requires maintaining the capacity to constantly improve efficiencies and reduce costs while producing world-class products and providing excellent customer service. Having core enterprise software makes this flexibility possible.

Changes in customer expectations are constant. Customer expectations are more complex and diverse than ever. Anticipating and dealing with change is the new imperative of asset and staff allocation.


4 Ways Agility is Crucial to Building Customer Centric Culture

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Tailors your business tools and processes

The modernization of the legacy environment is essential to driving customer-centricity. Transformation to legacy systems enables a customer-centric culture.

The re-alignment of legacy systems will result in:

  • Consistent omnichannel engagement
  • Effective campaign management
  • Faster turnaround time for B2B and B2C customers
  • Reduction in customer acquisition costs
  • Improved accuracy of reports and analytics


Changing your processes and interfaces will help maximize end-user productivity. Implementing the right modules for your current existing systems enables flexibility, allowing your organization to effectively grasp new opportunities as they present themselves.

For some businesses, this will require technological investments that support the long-term strategic vision of the business. Changing your current or existing tools and processes will not be easy. The process may involve recruiting the right professionals for the job or working with a company that can help realign your business’ legacy systems.

Some will be required to change processes, and others, interfaces. Diversifying business tools and processes add new services and capabilities, helping your business become more adaptable, insightful, and responsive.


Creates a strong sense of accountability

Moving towards an empowered customer-centric culture requires the ability to gauge and track customer-driven metrics for both behaviors and outcomes. Gaining visibility into customer satisfaction prepares your business to deal with an increasingly unpredictable future.

Using robust and customizable enterprise technology offers not only insight into what customers desire, but also what behaviors the organization must promote.

Elastic strategy, processes and infrastructure investments create a stronger sense of accountability, dictating a flexible path to customer engagement. Integrating enterprise software to performance measurement delivers excellent customer experience.

When businesses are afforded rapid access to customer insight, the desired customer requirements are met, resulting in greater customer-centricity and a more seamless customer journey.


Embracing change

As the pressure increases on organizations to become more customer-centric, the need for organizational ability becomes more imperative.

The need for agility extends far beyond speed and improvement inefficiency. To drive real business results, the concept of agility means embracing emerging technologies that allow a test-and-learn customer-centric culture that seamlessly adapts to variable changes in the market.

Technology can empower businesses and create a culture of innovation.

To appropriate change and respond quickly when the unexpected happens, business processes and interfaces must be designed from the ground up. Modular enterprise software creates improvements in operational flexibility, an essential requirement in customer-centricity.


4 Ways Agility is Crucial to Building Customer Centric Culture


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About Salma El-Shurafa

Salma El-Shurafa is an experienced Executive Coach and founder of The Pathway Project. She is a Professional Certified Coach by the International Coaching Federation (ICF), a Certified Professional Co-Active Coach from The Coaches Training Institute (CTI) and a graduate of CTI’s Co-Active Leadership program.

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