Organic Growth Strategy Determine Customer

Organic Growth Strategy

Determine customer needs, desires, and values. "The success of the program is rooted in managing the culture change and creating a hunger for a new, customer-centric approach" (Anonymous, 2009). In order to create a hunger for a customer-centric approach, customer needs, desires, and values have to first be determined. It is important to listen to customers.

Match customer values with organizational vision. The growth strategy must drive change. Transforming to a growth industry requires vision, leadership, discipline, risk management, and core values that foster innovation, growth, trusted relationships, integrity, team work, and accountability (Boomer, 2010). This would help employees understand the characteristics of value.

Set clear goals that are tied to corporate performance goals. When performance goals are tied to the corporate goals, it helps the organization meet its performance goals.

Identify, name, and package unique processes. This enables the organization to build its own branding for uniqueness.

Move to fixed price agreements and change orders. Setting fixed prices that define the scope of the work, terms of payment, and client responsibilities it sets a clear understanding and reduces risk while increasing contracts.

Leverage technology. Technology should be leveraged to bridge gaps in the benefits to the vision. This could be done from the identifying, naming, and packaging of unique processes.

Build teams that leverage experience, organizational understanding, and fresh external perspectives. Teams should be built to leverage experience of longer term employees to fresh employees with new perspectives. To leverage key people, identify how to best bring the external perspectives and internal experience together to create a balanced program.

Set clear performance goals that tie accountability to employees. Each employee on the team should be held accountable for performance goals.

Ensure customer-centric from senior management and identify iconic behaviors that signals customer-centric. Senior management must be customer-centric and produce behaviors that flow through the organizations, the tone from the top. This would bring the most impact throughout the organization, especially when management interacts with the customer. The key elements to strong leadership are human capital, recognition and reward system, accountable and achievable goals, and a communication strategy (McElvane, 2010).

Identify influences and identify how they can be changed to customer-centric. Influences of strategic priorities should drive the customer-centric with an "outside-in" thinking.