Capture the Next-Generation Customer

摘要

At a time when analytical methods demonstrate the value of using a continuous loop of fact-based insights that can help drive high performance, many businesses have lost sight of what their customers want now and what they are looking for in the immediate future.rnAccenture's High Performance IT studiesrnshow, for example, that only 28 percent of IT application investments at large enterprises are customer-focused. Additionally, customer-facing systems are among the IT portfolio'srnpoorest-performing applications in terms of technical and business adequacy.rnEven companies that have added offerings to match their deep knowledge of customer demographics find themselves unsure of what to do next. For the most part, they remain stuck with a product-centric view and are hard-pressed to craft truly customer-centric business models, let alone to build organizations that revolve around the customer.