From Maz Iqbal at Customer Think: Customer-centricity is at least as vague a term as CRM and CEM. Is it a strategy? A state of mind? A loyal rela­tion­ship?   Person­ally, I’ve defined “being customer-centric” as deliv­ering value that customers care about. The end results should be more loyal customers.  But it’s not quite that simple. How do we explain the success of Ryanair, which offers a low-cost service, gets lots of trav­elers and makes money, but can hardly be said to have raving fans?“ · Go to Digging into ‘customer-centricity:’ what is the defining feature of a ‘customer-centric’ company? →