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For decades, our leadership has been immersed in customer centricity and data-driven decision-making—both as consultants and practitioners across a diverse set of industries. While it’s exciting to see these strategies taking center stage, a pervasive challenge remains: siloed functions, fragmented systems, a sea of endless KPIs and misaligned objectives often prevent organizations from unlocking the business impact potential that customer centricity promises.

 

From first-hand experience, we know this challenge isn’t solely internal—advisory and systems partners contribute to fragmentation and disconnects, making it even harder for companies to unlock the value they seek from customer centric strategies. 

 

This led us to a moment of crystal-clear comprehension, one of those truly rare, professional eureka moments. 

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Organizations lack a clear strategic and analytical Northstar, ensuring they have the ability to systematically measure the impact of all customer focused initiatives on customer Lifetime value, and further, effectively attributing that impact, creating the stragegic focus to effectively grow customer value over time.

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