Alignment

Often a primary issue faced by companies in the execution of their customer strategies is one of poor alignment to the needs of effective customer management.  Thus a first step of HCG's methodology is to help calibrate the business environment and customer management capabilities along those lines.

Integrated Customer Management:  “The orientation of a company to the needs and behaviors of its customers, and the ability to quickly align the company when those change”

               

Centricity
Orienting the company to the needs and behaviors of its customers, rather than internal drivers
Synchronicity
Coordinating people, processes, and systems to meet both business goals and customer needs
Dexterity
Quickly and efficiently reacting to changing market conditions and customer demands