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Genuine customer centricity mandates prioritizing the customer experience throughout business operations and IT systems.


  • Salesforce's cloud-based CRM, coupled with the partner AppExchange ecosystem, supports customer centricity for businesses at the IT operations level.

Features and Benefits

  • Identifies aspects of customer centricity that enterprises can learn from cloud-native unicorns.
  • Applies customer-centric thinking to digital transformation goals.

Key questions answered

  • How can IT service providers and customers help enterprises improve their customer journey?
  • How can CRM be placed at the center of IT operations?

Table of contents

Ovum view

  • Summary
  • There's a lot to learn from truly customer-centric organizations
  • Improving the customer/citizen experience is one of the top challenges for enterprises
  • If the customer is not at the center of the organization, what is?
  • CRM is not traditionally at the center of IT operations
  • Salesforce's partner AppExchange ecosystem supports organizations' placement of CRM at the center
  • Enterprises need help in becoming more customer centric


  • Further reading
  • Author

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