The PwC (PricewaterhouseCoopers LLP) Annual Global CEO Survey makes “customer-centric” a buzzword for leaders in enterprise

Busy train station with business people IT services denver

It has never been more important to understand your customer than in today’s competitive market. The accessibility of products and services and ways to purchase, for business buyer and customer alike, has changed the landscape of markets dramatically. From the SMB to the corporation, all must contend with an empowered consumer/buyer. An empowered consumer/buyer is more likely than ever before to walk away from a long-standing relationship with a brand because of one bad experience.

Company leaders have realized that getting closer to the customer is crucial to growth

  • 53% of US CEOs say social media users influence their business strategy
  • 62% of IT and business executives believe that Big Data has significant potential to create business advantage
  • 25% of US CEOs indicate that implementing new technology is a top-three investment priority in the coming year

Nine out of ten US CEOs say they are strengthening their customer and client engagement programs

PwC finds that becoming customer-centric means shifting the focus from inside the organization to outside.

Business leaders are broadening product and service development to incorporate an entire customer experience. Where traditional focus was based on the competition within an industry lending to a mindset of “let’s offer the best we can,” now emphasis is on the question “what do our customers want from us and how can we create brand loyalty?”

Many of the insights explored by PwC speak directly to the return on investment (ROI) when implementing a customer engagement strategy using intelligent technology like Microsoft Dynamics CRM.

Here are the highlights:

Customers first

In today’s market, building a brand identity is now synonymous with your customer experience. How you engage your customer at every touch-point impacts their behavior. Achieve an “outside in” approach that looks at your processes through the eyes of your customer. The transformation to a process that places greater emphasis on the customer can build loyalty and turn them into ambassadors for your brand.

Sales solutions for the bottom line

To be effective, selling requires a process in place, the first of many opportunities, for you to engage your customer with a great experience. Any sales associate will tell you that the prospect can drop off at any moment if the process is not a smooth integration of strategies and tools is critical to streamline selling. In a digital age, an intelligent, customizable CRM tool creates consistency across operations that does not just meet customer demands but can offer an experience unmatched by the competition.

Digital revolution and Social Listening

Setting the standard for businesses today are the tools, devices and channels that must be integrated for a digitally savvy consumer. Winning market share depends on how well you integrate this into your customer experience. This can be a daunting task for SMB’s but take into account that in a digital age results are measurable as well as the insights into your customer’s behavior that provide for future intelligence. Technology today has leveled the playing field with fewer barriers to entry for the small business owner.

“More business leaders rate the US as their most important market for overseas growth ahead of all others, including China’s.” – PwC 2015 US CEO Survey

Microsoft Dynamics CRM is an innovation in customer-centric best practices. NexusTek clients have experienced thought leadership with services that will:

  • Maximize your sales revenue
  • Streamline your business processes
  • Build customer relationships
  • Help your organization to work more closely together as a team

Read: How to build a customer-centered organization to gain competitive advantage

NexusTek is a leading provider of Managed IT Services to hundreds of clients in the Greater Denver Metro Region, as well as across the state and the world. Our services allow our clients to focus on their business and core competencies while we take care of their technology needs. We also provide strategic consultation services in addition to planning and implementing CRM, ERP, and data backup & recovery, and business continuity solutions. For more information, please visit us at

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