Premium, CSC's business magazine | No. 19 | Spring 2012
The customer-DRIVEN culture has to irrigate the entire organisation
The financial and economic crisis in which we find ourselves has driven both companies and consumers to become much more demanding as regards the price/quality ratio of products and services. It has also caused them to turn to differentiated procurement sources, whether physical or online channels.
More than ever before, the choice of a differentiation strategy for a brand or company implies an adaptation or even transformation of the operating model, corresponding processes and underlying information systems. CSC helps its clients manage such projects on a daily basis. Boosting customer loyalty, broadening the range of products and services, improving the logistics performance dedicated to each distribution channel, and management control of both financial flows and results are all key challenges for businesses.
The customer-driven culture has to irrigate the entire organisation. Even
if new technologies are the drivers of transformation, the need for cultural change should not be underestimated.
This issue of Premium take a closer look at customer intimacy, and from there leads us swiftly on to strategy and making innovation flourish.