True customer-centricity requires proper investment

If I were to rank the statements of intent I hear uttered most often at places marketers gather to discuss industry roadmaps, “We have to be more customer-centric” is up there.
Always delivered with a confident air that suggests this person has found the key to unlock marketing’s potential to transform businesses, it is invariably received with unequivocal positively.
I cannot disagree. The customer is king, and marketers are their courtiers. My usual retort is, however, &ldquo