Customer Centricity

The Market Responsiveness Index (MRI™) Survey

The MRI tool measures the eight disciplines of a customer culture. These are the behaviors that drive profits for organizations. The eight disciplines, assessed as employee behaviors, are grouped into two categories, External Drivers and Internal Enablers, as shown in the following table.

 

        DisciplinesDescriptions
Five External Drivers
  Customer Insight

Measures the extent to which employees monitor, understand, and act on current customer needs and satisfaction.   Read More

  Customer Foresight Measures the extent to which employees anticipate customer needs, recognize unspoken needs, consider future needs, and take action to satisfy them.   Read More
  Competitor Insight Measures the extent to which employees monitor, understand, and act on current competitor activities and take action to incorporate these in their actions to improve customer experience.   Read More
  Competitor Foresight Measures the extent to which employees identify and consider possible future competitors and how they might affect the value that will be offered in the future to ensure success in the market.   Read More
  Peripheral Vision

Measures the extent to which employees monitor, understand, and respond to trends in the larger environment.   Read More

Three Internal Enablers
  Empowerment Measures the extent to which employees are able to make decisions that are best for the customer without the explicit approval of senior leaders.   Read More
  Cross-Functional Collaboration Measures the extent to which employees interact and collaborate cross-functionally. This includes behaviors such as spending time with people from other work groups, taking a cross-functional perspective, sharing information, and inviting contributions from others.   Read More
  Strategic Alignment Is the extent to which employees understand, attend to, and enact the vision, mission, objectives and strategic direction of the company in their day-to-day activities.   Read More

ViewForward Business Advisors

We leverage the proprietary MarketCulture® framework to unlock the value of customer centricity as an enterprise-wide capability to deliver superior business performance.

ViewForward Business Advisors, LLC is based in the Dallas-Fort Worth Metroplex and we serve clients throughout Texas and nationwide.

Contact Us

ViewForward Business Advisors, LLC
950 E. State Highway 114, Suite 160
Southlake, TX 76092
P: (817) 601-0867
contactus@viewforwardadvisors.com

View Forward Business Advisors, LLC

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