Summary: key takeaways

Summary: key takeaways

Recognize the “cracks in product centricity” 

• "! The list continues to grow… 
• !! Be clear about what customer centricity is (and isn’t) 
• "! It’s not about “super duper customer service” 
• "! Nor is it about excessive/intrusive targeting… 
• "! Don’t forget the “paradox of customer centricity” 
• !! Celebrate heterogeneity! 
• "! Choose performance metrics, incentive schemes, and organizational 
• structures that properly reflect it 
• "! Elevate the visibility/importance of “smart” acquisition (and retention/
• development) 
• !! Think about the long-term 
• "! “Investing in the right customers” doesn’t offer quick payoffs 
• "! Constantly experiment and think about the next one to run… (“earning while 
• learning”) 
• !! Customer centricity isn’t for everyone 
• "! An industry with a mix of strategies may be the best practice
•