Case study: Building a customer-centric B2B organization (with abstract)
Article published by McKinsey and reviewed by Nikolay Sidelnikov
Coming soon
| Case study: Building a customer-centric B2B organization (with abstract) | |
|---|---|
| Published By | Articles by McKinsey |
| Publish Date | October 16, 2020 |
| Authors | Hai Ye, Will Enger |
| Topics | B2B |
| Statistics | |
| Article Size | words |
| Diagrams | Yes |
| Downloadable Version | Yes |
| Reviewers | |
| Page Owner | Nikolay Sidelnikov |
| Summary Author | Nikolay Sidelnikov |
Abstract
The article "Case study: Building a customer-centric B2B organization" by McKinsey describes how a Chinese steel manufacturer systematically transformed its operations to be customer-centric—and in the process, improved its bottom line.
First, authors explains what challenges were identified:
- Limited understanding of customers
- Few channels for customer feedback
- Limited analysis of feedback for insights
- Customer problems not addressed
After that the process of transformation to a CX-centric organization is described, that includes 3 phases:
- Diagnose
- Design
- Deliver
The rest of the article is devoted to conclusions, that include key learnings and high level approach to changing the mindset which is ab inevitable activity in this kind of projects.