The goal of customer-centric CRM is to improve customer value. Every customer is unique and their needs are also different. Organizations should customize their services and products according to customer needs, for gaining customer loyalty. A customer's contribution towards the net profit of a company determines the customer value. Customer loyalty is the most important thing for any company. Surveys will them to measure loyalty. Customer identification and prioritization is also important as it helps to identify customers that provide the most value. There should be well-planned strategies for customer acquisition and retention. Customer-centric CRM can improve revenue, decrease costs and enhance the customer experience of a company. For more read article written by Inside-CRM : http://it.toolbox.com/blogs/insidecrm/crm-and-the-concept-of-customer-centricity-71614