1. Customer-Centric Strategy
Rate your organization for each factor
1 2 3 4 5
below: 1 = never/disagree, 5 = always/agree
Customer Readiness
Customers buy multiple
products.
Customers buy/want to
buy complex, customized
products from our
company.
Customers complain about
dealing with multiple
salespeople or points of
contact for service.
Customers ask for
presales advice.
Customers ask for
postsale service support.
Customers have complex
needs that require in-
depth understanding and
dedicated resources to
uncover and respond to
those needs.
Customers are willing to
pay a premium for advice,
service, or integration, or
some combination of all
three.
Organization Readiness
We have strong
relationships with many of
our customers and
understand their
purchasing behavior.
We have an
understanding of why we
retain customers and why
we lose them.
We work with our
customers to design

2. solutions to meet their
needs.
We know which of our
customers are profitable.
We have created/can
create discrete customer
segments.
We have created products
that are flexible enough to
be customized for specific
markets.
We are experienced at
configuring and
reconfiguring teams to
meet opportunities and
service customers.
We do/are willing to
integrate external
resources in our solutions
when they are superior to
internal products/services.
Leadership Readiness
The executive team has
articulated a compelling
strategic rationale for
customer-centricity.
There is leadership
tolerance for and ability to
manage complexity.
There is leadership
tolerance for the
“overhead” cost of
coordination and
collaboration.