Obstacles Becoming Customer-Centric

Five Obstacles To Becoming Customer-Centric: According to Siebel Systems Inc. in San Mateo, Calif., "most organizations approach customers from an ‘inside looking out’ perspective, rather than from the customer’s ‘outside looking in’ perspective." Five major obstacles typically stand in the way of achieving this customer-centric orientation, the company said: • Information silos. Customer data is scattered throughout the organization in discrete areas or "information silos" based on product or line of business. "This gives organizations a highly fragmented and incomplete view of their customers," said Siebel. • Disconnected channels. In many organizations, information channels are not synchronized, which could result in a disjointed and unsatisfying customer experience.