--- description: We will look at the 7 Ps of customer-centricity: perspective change, personas, promoters, processes, platforms, performance, and purpose. image: https://gdm-localsites-assets-gfprod.imgix.net/images/getapp/og_logo-94fd2a03a6c7a0e54fc0c9e21a1c0ce9.png title: 7Ps of customer-centricity’ to engage with customers --- # Use the ‘7 Ps of customer-centricity’ to motivate your team and engage with customers Canonical: https://www.getapp.co.uk/blog/1198/use-the-7ps-of-customer-centricity-to-motivate-your-team-and-engage-customers Published on 21/06/2022 | Written by Sonia Navarrete, Sukanya Awasthi. ![Use the ‘7 Ps of customer-centricity’ to motivate your team and engage with customers](https://images.ctfassets.net/63bmaubptoky/C-H6BmBECddcOU9-V9MidRLJioGBPmAtXWBXCYyiHd0/692da3a77d534389ebd97b486f248e51/Customer-centricity-UK-GA-header.jpg) > This article was originally published on 01/13/2020. ----- ## Article Content This article was originally published on 01/13/2020.The customer is possibly at the heart of all marketing strategies and initiatives for businesses. In this article, we will take a look at the 7 Ps framework and what each element means for small to midsize enterprises (SMEs).In this article1. Perspective change2. Personas3. Promoters4. Processes5. Platforms6. Performance7. PurposeHow can the 7 Ps of marketing help businesses?In recent years, the term ‘customer-centric’ in marketing, services, and product development has often meant the integration of tools and methods such as data collection, design thinking, and testing. All these factors can possibly play a key role in customer-centricity. A company’s leadership team can also work together with the employees to shape the relationship with their customers. In the next sections, we will look at the 7 Ps of customer-centricity and how they can help companies with their marketing efforts.1. Perspective changePrioritising  customer experience is a strategic change that can possibly take time. Allow yourself and your team enough time and training to adapt to new processes you may want to implement. Likewise, you may want to encourage your team to share their own professional experiences between themselves on this. Customer experience may not only concern the marketing and communication initiatives of your company, but could also affect the wider digital transformation. Also, working with business intelligence software can potentially ensure that data about your customers and competitors is always available as insights for decision-making. If internal data is not accessible for this purpose, it’s recommended to use ‘ social listening’ for initial information in order to gradually add to it. The better you aim to understand your customers, the more targeted your communication with them can be.2. PersonasDefinition of customer personas used by businessesCustomer experience can affect the entire company. A good way to engage employees is possibly by creating personas that represent your target audience and presenting them to the entire organisation. For instance, by having such profiles hung up in offices and discussed regularly. In addition, when business challenges are discussed, it may help to have these profiles as a reference point for the conversation. An article by Interaction Design Foundation also states that ‘ creating personas will help you understand your users’ needs, experiences, behaviors and goals’.Additionally, you may want to ask yourself the following questions together as a team while making decisions:What would the customer think?What would the customer do?What would the customer appreciate?What can I do to improve the customer experience?3. PromotersNominate ‘customer ambassadors’ within your teams. These ambassadors can assist businesses with marketing initiatives, advertising tactics, and building the company’s social media presence. They can also help other employees with improving their social communications.4. ProcessesTry to actively look for possibilities to bridge silos —like coordination and task sharing— in the interest of the customer and promote them. Encourage cross-departmental learning from each other. The better your employees understand what your work is about, the more your work could make sense to customers.Rely on excellent content that can help your customers and employees. For example, when merging departments, it makes sense to have the specialist departments prepare relevant questions such as ‘Who can I contact regarding my move?’. Employees can also be viewed as customers and would likely greatly  appreciate customer-focused measures that can help them to meet challenges.5. PlatformsClean up your customer relationship management (CRM) processes. Today, it might be more important than ever to have a clear idea of which customers to target and how. For a customer-centric approach and a sustainable business model like subscriptions, you would possibly need a stable CRM tool. Try to use an efficient CRM platform as a starting point for further thinking about your customer platforms from the customer’s perspective. Think about which service you can use to provide comprehensive digital support for your customers’ problems, especially beyond the core services offered —such as the need for information, interaction, and more.6. PerformanceCheck the performance of marketingsales, , and communication campaigns and measure the results. Include customer satisfaction as a key performance indicator (KPI) for evaluating the work of your teams. If necessary, this may need to be weighed according to the situation in individual teams. However, if your overall corporate goal is to optimise customer contact, this can also potentially become a factor that could determine growth.7. PurposeIf you want enthusiastic customers, you would probably need enthusiastic employees. This may make conscious contact with employees and customers crucial to achieve the right purpose.Look to ensure that you deliver on your service promises to your customers and try to continuously optimise them. Good customer satisfaction software can help you collect, organise, and manage feedback.Customer competencies are consumer expectations related to the process of service deliveryHow can the 7 Ps of marketing help businesses?The 7 Ps of marketing, also called the 7 Ps of customer-centricity, as well as marketing mix, potentially provide a framework for marketing planning to advertise to your target market effectively. According to an article by Smart Insights, ‘The 7Ps help companies to review and define key issues that affect the marketing of its products and services’. This could help businesses to differentiate themselves from rivals by providing a product that meets client needs. It may also be a good idea for businesses to check in with their consumers’ needs alongside the development process to make sure they’re working on the appropriate product.Looking for customer satisfaction software? Check out our catalogue\! ## About the authors ### Sonia Navarrete Sonia is a Senior Content Analyst, helping SMEs choose the best software. She published in Raconteur, Computer Weekly and IT Pro. Journalist and PR. Nature, bike and dog lover. ### Sukanya Awasthi Sukanya Awasthi is a content analyst for Capterra, covering emerging technology trends with a focus on retail, construction and ERP. With an educational background in Computer Science, she brings 8 years of hands-on experience to her writing, translating intricate technical concepts into accessible and informative insights. Sukanya’s research and analysis is informed by nearly 200,000 authentic user reviews on Capterra and over 40,000 interactions between Capterra software advisors and software buyers. Sukanya also regularly analyzes market sentiment by conducting surveys of business leaders in the construction space, as well as retail leaders and consumers, so she can provide the most up-to-date and helpful information to small and midsize businesses purchasing software or services. Her work has been featured in Financial Express, Economic Times, and Bloomberg Quint, among other publications. Outside of work, she likes to spend time with her loved ones and her two dogs. ## Related Categories - [CRM Software](https://www.getapp.co.uk/directory/230/crm/software) - [Customer Service Software](https://www.getapp.co.uk/directory/231/customer-service/software) - [Multi-Channel eCommerce Software](https://www.getapp.co.uk/directory/1065/multi-channel-ecommerce/software) - [Social Media Marketing Tools](https://www.getapp.co.uk/directory/104/social-media/software) - [Web Analytics Tools](https://www.getapp.co.uk/directory/109/web-analytics/software) ## Related Articles - [3 Hootsuite free alternatives for social media management](https://www.getapp.co.uk/blog/1305/3-hootsuite-free-alternative) - [Consumers believe profits drive the adoption of circular economy practices](https://www.getapp.co.uk/blog/3078/public-doubts-companies-investment-anti-waste) - [What is unified commerce and how can it help SMEs?](https://www.getapp.co.uk/blog/2852/what-is-unified-commerce-how-useful-smes) - [Workplace mental wellbeing: What has changed since the pandemic?](https://www.getapp.co.uk/blog/2591/workplace-mental-wellbeing-since-pandemic) - [Diversity and inclusion in the workplace: How to make a start](https://www.getapp.co.uk/blog/2663/diversity-and-inclusion-in-the-workplace-how-to-make-a-start) ## Links - [View on GetApp](https://www.getapp.co.uk/blog/1198/use-the-7ps-of-customer-centricity-to-motivate-your-team-and-engage-customers) - [Blog](https://www.getapp.co.uk/blog) - [Home](https://www.getapp.co.uk/) ----- ## Structured Data