Building a Customer-Centric Organization
The HBR Executive Playbook on building an organization where customer success is the foundation of long-term growth. by Rachel DuRose
September 25, 2025
Beth Goody
Customer-centric organizations follow a simple principle: Prioritizing customer needs and desires leads to growth, innovation, profitability and more. A 2021 McKinsey analysis found that U.S. leaders in customer experience achieved more than double the revenue growth of their less customer-focused peers. As the authors write, “strategies focused on delighting customers allow companies to earn greater value from their current customer base—which results in concrete financial outcomes.”
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