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Integrated Client Centric Approach é un modello gestionale avanzato verso i clienti. Ne ho parlato a lungo nel mio ultimo libro in corso di pubblicazione.
Esso consiste nel gestire le relazioni con i clienti presi uno per uno (One-by-One) attraverso l’apporto di valore.
Per attuare tale approccio non basta riconoscere che i clienti sono importanti, che si vuol loro bene, e così via. Occcorre partire da alcuni assunti di base. Il principale consite nel convincersi che i clienti sono la ragione di vita delle aziende ed organizzazioni. Non sono solo importanti. Senza clienti o senza pazienti o senza utenti o senza studenti nessuna organizzazione avrebbe ragione di esistere.
Partendo da questo primo assunto occorre domandarsi cosa ne sia delle varie infrastrutture di ogni organizzazione. Cito il controllo di gestione, il controllo qualità, la contabilità, ecc. Ognuna di queste infrastrutture è importante, ma pur sempre complementare. Come tali decentrabili.
Con l’Integrated Client Centric Approach si modifica radicalmente il paradigma organizzativo di ogni azienda. Meno infrastrutture, meno burocrazia, meno stratificazioni gerarchiche, ma gestioni specialistiche tra di loro coordinate in rete ed in modo sistemico. (v. Don Tapscott & altri – Capitale digitale – Tecniche Nuove).
Ognuno deve avere propri compiti ed obiettivi mirati. Nella fattispecie l’Integrated Client Centric Approcach pone al centro delle ragioni di vita aziendali il cliente nella sua accezione più ampia, con lo scopo di aumentarne il valore.
L’Integrated Client Centric Approcach si realizza con un apposito processo. Non si improvvisa. Inoltre può essere adottato a qualsiasi tipologia di business e/o organizzazione, universitaria, industriale, bibliotecaria, ospedaliera, commerciale, ecc.
Il supporto per far far funzionare l’ICCA è dato da un piattaforma digitale che ha come supporto principale un databasemarketing adatto per qualsiasi tipo di azienda od organizzazione.
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