In today's rapidly evolving business landscape, customer experience (CX) has become a critical differentiator for organisations seeking sustainable growth and success. As we navigate through 2025, it is clear that traditional approaches to customer relationship management are no longer sufficient.
Let's explore how businesses can transform their CX strategies and leverage modern tools like Odoo CRM to create truly customer-centric organisations.
The customer-centric imperative
The concept of customer centricity goes beyond mere lip service. It requires a fundamental shift in organisational culture, processes and technology. According to Gartner research, organisations in the top 10% of the Global Empathy Index score for their industry are projected to see a 10% increase in customer loyalty by 2025.
This underscores the importance of empathy and understanding in building strong customer relationships.
Challenges in current CX approaches
Despite significant investments in CRM and customer data platforms, many organisations still struggle to gain a comprehensive view of their customers. This disconnect often results in:
- Siloed customer data and fragmented experiences.
- Ineffective use of technology for managing customer relationships.
- Lack of alignment between CX initiatives and business outcomes.
In fact, through 2025, 50% of large organisations are expected to fail in unifying their engagement channels, leading to disjointed customer experiences.
The CX CORE model: A new paradigm
To address these challenges, forward-thinking organisations are adopting the CX CORE (Customers, Organisation, Relationships, Experience) model first introduced by Gartner. This approach provides a customer-centric architecture that can adapt to changing customer needs and expectations.
Key elements of this model include:
- Embedding customer centricity in organisational culture.
- Understanding different stages of customer relationships.
- Orchestrating experiences through an "experience membrane".
- Aligning technology architecture to support contextual, real-time customer actions.
Leveraging Odoo CRM for customer-centric transformation
Odoo CRM can play a crucial role in implementing the CX CORE model and driving customer-centric transformation. Here's how:
1) Unified customer view
Odoo CRM helps consolidate customer data from various touchpoints, providing a 360-degree view of each customer.
2) Relationship stage mapping
Utilise Odoo CRM's customisable pipelines to map and track different stages of customer relationships.
3) Intelligent coordination
Leverage Odoo's integration capabilities to orchestrate seamless experiences across departments and channels.
4) Data-driven insights
Use Odoo CRM's reporting and analytics features to gain actionable insights into customer behaviour and preferences.
5) Personalisation at scale
Implement targeted marketing campaigns and personalised communications using Odoo CRM's automation tools.
The road ahead
As we look to the future, organisations that successfully implement customer-centric strategies will be well-positioned for growth. By 2026, those employing generative AI in their CX efforts are expected to achieve 10% higher CX maturity than those that do not.
To embark on this transformative journey:
- Assess your organisation's current CX maturity.
- Partner with CX leaders to rearchitect your CX vision.
- Design customer-centric processes that meet customers at specific relationship stages.
- Implement a pilot program using a cross-functional team to prove the business value of the CX CORE model.
By embracing these strategies and leveraging powerful tools like Odoo CRM, businesses can create meaningful, empathetic connections with their customers, driving loyalty, advocacy, and sustainable growth in an increasingly competitive marketplace.