In 2013, we asked executives to prioritize their customer business goals through 2015. Not surprisingly customer acquisition, wallet share and customer loyalty top the list for both high and low growth organizations*. However, customer acquisition as a business goal is increasing in high growth organizations. It’s flat and overall less important to executives in lower growth organizations.
MOST important customer business goals for 2013-14 relative to 2011-12
In our recent report, Customer-Centric Transformation: Five Keys to Leading Successful Change, Key #2 addresses customer vision and how organizations need to showcase the new customer vision – how open communication brings the customer vision to life, makes it easy for people to understand at all levels and sets the stage for the operating changes to come.
*Growth is relative to industry peers and defined based on revenue AND profits. Respondents were able to select all goals that applied.