Defining customer centricity is relatively easy: focusing on the customer and their experiences and interactions with your company. Implementing a customer centric strategy is not so easy.

We've highlighted customers who have focused on their customers and experienced great success including SJ, the Swedish rail operator, and Vopak, the world's largest provider of conditioned storage facilities for bulk liquids.

In this interview with Stuart Lennie, President, Volvo IT, North America and VP, Volvo's Global Sales to Order Solutions Unit, we get the opportunity to learn from another company that is not just talking about the customer, but actually implementing the significant strategic shifts required to become customer centric. Volvo has developed a vision, a strategy and a methodology to keep existing customers by understanding what is important to them.

To see other customer success stories, visit Siebel CRM Success.

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