Kale Blog

The development of a Customer Success (CS) strategy leads to increased customer satisfaction and contributes to the long-term growth and profitability of a company. However, the transition involved in developing a customer success strategy can be challenging and requires a strategic vision that removes internal barriers and fosters collaboration at all levels of the organisation.

More and more business leaders realise the importance of becoming customer-obsessed to achieve success in the B2B business world. That is, putting the customer at the centre of all business decisions and actions to unlock the path to innovation.

The vast majority of companies want to move towards a customer-centric perspective in order to get closer to their customers and better meet their needs. However, being a customer-centric company goes beyond theory. In this article you will find the keys to being customer-centric and the 5 reasons why most organizations want to be customer-centric. 

Placing the customer at the center of business decisions has become a priority for business managers. However, adopting a customer-centric perspective means transformin the organization completely. Let's take a look at the factors we should consider to make our company  customer-centric.

Is your company customer-centric?Your first impulse will probably be to say yes. Yes, it is. Of course it is. Your company works for the customer. Everything you do is for the customer and, well... without the customer, your company is nothing. But is it really?

Being customer-centric is on trend. 68% of U.S. business leaders consider customer-centricity to be the most important business strategy for the future. But which companies are really customer-centric? Take a look at the top 10 examples of customer-centric companies.

More and more organisations are moving towards customer-centricity or, in other words, embracing customer-centric business strategies. We explore the customer journey model, one of the most widely used and effective customer strategies. 

Customer experience is one of the most relevant trends of the moment. Numerous studies —such as the one by B2B International— rank it as the preferred strategy for companies' marketing teams. Like all booming systems, it is constantly evolving and organisations must start to consider what the customer experience of the future will be like and what they must do to avoid being late to CX's new era. 

In the last two years, the tightening of international data protection laws has changed the game for marketers. The GDPR in Europe, the CCPA in the US and Google's decision to end third-party cookies could shatter most existing digital marketing and data-driven marketing strategies.

More and more organisations are transforming their business logic towards customer-centricity. However, there are still many companies that want to embrace the process, but don't know how to do so. We present the top 10 habits of customer-centric companies according to Gartner.