In order to do customer centricity right, you need to know almost everything there is to know about your customers, and knowing everything there is to know about your customer requires resources-people, technology, man-hours. It’s a big mountain to climb. In the long term, of course, I believe these huge efforts-this massive expenditure of time and money-can and will pay equally huge dividends. But in the short term, well, there is the simple reality of paying the bills, making payroll, and staying in business.
