In a classic B2B company, all internal processes - organizational structure, strategic advantages, planning, segmentation are based on products.
But there are some risks, as competition is getting more difficult: new products are quickly copied, and with the advent of online sales channels and well-built logistics, geographic location is not an advantage, and customers are becoming more and more demanding. The digitalization that many companies are so concerned about right now is only a short-term advantage. Technologies are developing very quickly and becoming more accessible, and in a few years, even small players will be able to use all possible digital tools and compete with industry leaders.
To develop a long-term competitive advantage and significant capitalization growth can be achieved by transforming your business: by focusing all processes on customers.
Customer-centricity is a strategy to ensure that internal processes align with the needs of a selected customer segment to maximize long-term financial value for the company. customer-centricity is when processes within a company are built not around products, but around the client and his needs.
With this model, processes, strategic advantages, long-term planning are determined by the requirements of client segments. The company works with the needs of customers and tries to satisfy them as efficiently as possible, and not just ship as many products as possible.