Tag Archives: customer centricity
Customer Centricity Leads to Customer Engagement
We at Coveo are often humbled by the passion our customers show for our technology. We like to think it’s due to placing our customers at the center of our operations and practicing what we preach—customer centricity. This means listening to what they need and developing products that always take them a bit further in [...]
Customer-Centricity and Information Availability – The Necessity of Innovation
We’ve all heard the expression “necessity is the mother of invention.” In today’s day and age of digital engagement and the rapid pace of change in which we all live, this statement couldn’t be more true. Today’s consumers do not want to wait. There is a need for immediate satisfaction which means proprietors need to [...]
Conversation with SunGard K-12 Education VP of Customer Support Operations
SunGard, with annual revenues of about $4.5 billion, is the largest privately held software and services company; it serves approximately 25,000 customers in more than 70 countries, SunGard’s K-12 Education segment is a category- leader and serves more than 8 million students. I recently met with our customer Keith Gingrich, who leads customer support operations [...]
Executives Report Customer Centricity Drives Revenue Yet Major Barriers Stand in the Way
Customers are the lifeblood of every organization. And yet most don’t know enough about their customers, their interactions, their preferences, what they’ve said across social channels, if they are happy, or if they are thinking about defecting to the competition, and why. It’s not due to lack of trying. Companies are struggling to become nimble [...]
Embrace Chaos for Customer Centricity
Last week during a webinar discussion with Michael Maoz of Gartner, Leo Annab from CA Technologies and our CEO, Louis Tetu, I asked where each would recommend that a leader get started on the road to customer centricity. Not surprisingly, the answers were a fitting end to a wide-ranging, intellectually stimulating discussion about: • The [...]
Better Insight Drives Customer Centricity
Does this sound familiar: “This year, we will build our business processes to center on the customer.” Or, “This year, we will enhance the customer experience.” While placing customers at the center of operations and enhancing their experiences are common goals, they are not often successful initiatives. Too often, companies execute on customer centricity only [...]