Generally speaking, the topic of customer centricity is mentioned by many enterprises.
This is because businesses exist to solve social problems and meet customer needs.
Even non-profit organizations are solving certain social problems.
In consumption 1The era of 0 is characterized by material scarcity, and supply dominates consumption.
In other words, the whole is product-centric, and you can sell it as long as you have a product.
And in today's era of diversification, consumption dominates supply.
Most companies are slowly entering a fully competitive industry.
Customer centricity is even more important
Anxious about what customers are anxious about;to meet the needs of customers;Maintain customer communication and continuously deepen the understanding between the two parties. However, there are very few people who can truly be "customer-centric", and in most cases only some levels of customer-centricity are achieved.
For example, some enterprises are customer-centric and still stay at the stage of slogans and conceptsSome are subject to the rules and regulations of the enterprise, because the assessment restricts the behavior of employees;
Some are process-oriented, but lack customer-centric system supportWait a minute. "Customer-centric" is a systematic project.
It needs to be implemented at all levels of the enterprise, and finally form a joint force in order to finally guide the implementation.
This system can generally be divided into eight dimensions:
The first dimension is culture, which is the need to build a customer-centric cultureThe second dimension is talent, talent is the carrier of interaction with customers, is the basis for customer-centric landing;The third dimension is incentive, that is, to build a set of incentive system for value creation around talentsThe fourth dimension is customer relationship, customer relationship is the primary productive force, which is a point that start-ups should pay special attention to, which will be introduced laterThe fifth dimension is the product, and the customer-oriented product development is also the theme of today;The sixth dimension is strategy, which is used to identify key opportunities in advance;The seventh dimension is the process, which can define the best route for the enterprise to do things right. Customer needs will run through the whole process of the company, such as marketing, R&D, sales, manufacturing, and service, which means that the whole business process of the enterprise must be guided by customer needs.
Take Huawei's customer service system (ITR) as an example: through this process, enterprises can be guided to provide comprehensive and timely after-sales services. By establishing a good communication channel with customers, solve customer problems in a timely manner, and improve customer satisfaction and loyalty;The eighth dimension is organization, establishing a process-oriented organization, so that the business is aligned with customers and the organization is aligned with business. Taking the process organization dimension as an example, this time can generally be subdivided into three steps:
The first step is to be customer-centric from a process perspective.
That is, it is necessary to establish a customer-centric process-oriented organization through the reengineering of business processes
The second step is to reconfigure all personnel according to the process and corresponding positions
The third step is to achieve the integration of various departments from the performance management goal and the formation of a supporting system.
You can take a look at the picture below.
The diagram covers Huawei's main business flows:
From the left-hand side of customer needs;to the right side of the customer demand cut-off. 
For the content of the process chapter, you can refer to the process column of "Product People and Wei Peng" in ***, which will not be explained too much here.
Another example is from the product dimension.
If you have an idea and want to create a new product to solve some big problems.
At this time, the first thing you want to do is go out and talk to the prospect.
And ask them if they see the issue in the same way as you do.
If they all say, "Of course, this is a big problem for me".
At this point, you may be doing the right thing.
However, if no one else thinks it's a problem.
Then it may be a problem that only you recognize.
And it's very likely that the product you're looking for doesn't have enough customers.
As a result, spending a lot of time and money developing a product without testing ideas with potential customers exposes you to a lot of risks.