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What is the biggest obstacle to implementing a customer centric strategy?

It makes perfect sense to adopt a customer centric strategy. After all, creating and keeping customers is the life of any business. So why is it so hard for organisations to move from either a product or service approach to a customer centric approach? The transition is more than just changing a strategy. It also requires often a change in structure and process and of course a change in culture. Going from a “factory-out” to a “customer-in” view is a transformation many organisations continue to struggle with.

So, this is why we ask:

What is the biggest obstacle to implementing a customer centric strategy?

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