It’s been called the first Commandment of Marketing: know thy customer. Few would argue that understanding your customer is critical for driving sustainable growth. While it’s a driving force in the B2C market, far few companies in the B2B environment are known to live by this principle, and as a result, many are perpetual “victims” of market forces, struggling to keep their heads above water amid rough seas.
Even in the B2B space, creating meaningful, effective, and intimate relationships with customers is the key to fueling sustainable growth. Why? Customer needs are at the very heart of identifying growth opportunities. They are alpha and omega of every industry: key customer needs create demand, unmet needs drive innovation, and changes in preference and technology influence market maturity and eventual decline.