Customer-centricity means building a marketing strategy that is designed to create goodwill between your brand and your customers.

The tactics CRM marketers employ can either build customer loyalty and lifetime value or in some cases erode it. 

The best way to ensure you are being customer-centric is to listen to your customers. 

But what signals should you lean into? Which ones might not be telling you what you think? 

Today, we are going to explore this in more detail.