Francisco J Navarro
Francisco J Navarro
Francisco J Navarro is Founder and Author of "Smart Customer Management" a management framework to building successful and profitable customer-centered organizations.
Project Failures That Will Disrupt Your Customer-Centered Strategy
Project failures become of paramount importance every time you work on the implementation of a customer-centered strategy in any organization, to the extent that...
What Can A Maturity Model Do For You?
Have you ever asked yourself, what in the earth is the maturity models fuss all about? Maybe one more hard-thought idea from academicians or...
Forget About Your Customer Life Cycle
The “customer life cycle” is a theory used to describe the steps a customer goes through when considering, purchasing, using, and maintaining loyalty to...
Customers Don’t Care That You’re the CEO
You will surely have heard many times that one key to building bullet-proof relationships with customers is trust. As a matter of fact, trust...
The CFO As A Catalyst For Successful Customer-Centered Strategies
The role of the CFO in the process of implementation and transformation towards a customer-centered business model is critical and affects three key areas...
How to Progress Through Your Customer-Centric Maturity Level
Companies can take progressive steps in their customer-centric maturity level by implementing anew or improve selected process areas at the unit or project level...
5 Essential IT Tools to Build A Customer-Centered Company
IT Tools are a critical component for the success in the adoption of a customer-centric management strategy. They not only give support to the...
24 Process Areas to Build a Successful Customer-Centered Company
A process area is a course of related activities and practices in an area that, when improved or first implemented by your organization, contributes...
5 Maturity Levels For Customer-Centered Organizations
A maturity level consists of a predefined set of process areas that guide the organization to achieve specific goals and progressively become more customer-oriented....
Differentiate By Assessing Your Customer-Centric Maturity Level
Keeping your customers happy and your organization ahead of competition has become an incommensurable task. A task where you sacrifice more time, money and...
Why Should My Company Benchmark Its Customer-Centric Maturity Level?
Many people ask me when they first approach the customer-centric management philosophy the question: Why should my company benchmark its customer-centric Maturity level? Most...