The Smart Techie was renamed Siliconindia India Edition starting Feb 2012 to continue the nearly two decade track record of excellence of our US edition.
August - 2009 - issue > In My Opinion
Customer-centrism: The Power of Deliberate Design
R Chandrasekaran
Amid all the sound and fury on what would otherwise seem obvious, there is a bunch of deeper dynamics that demands the highest realization of ‘customer-centrism’. ‘Deliberate design’ often decides the level of customer-centrism and the quality of the business value harvested from the model.
'Deliberate design’ can be defined as the conscious weaving-in of customer-centric attributes into the core of the organization’s DNA, strategy, and processes; an environment that builds an ecosystem with the customer at the core.
While alternative opportunistic strategies have yielded results for many, it is appropriate to reckon them as providential. A customer-centric strategy of ‘deliberate design’ has been consistently observed to be more robust and sustainable — extremely viable for both the long as well as the short term. The emergence of contemporary customer-centric thinking on ideas such as the extended enterprise, customer-analytics, customer-centric innovation, and customer-built product and service portfolios are increasingly auguring a very different perspective on how businesses operate, respond, or innovate in a customer-centric milieu.
Customer-centrism as a ‘deliberate design’ operates on three essential support elements:
1. Customer-centric strategy
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