The first step to become a customer-centric business is to clearly define who your customers are, as well as clearly defined expectations for your customers. This allows everyone to understand what you can and cannot do. You need to focus your business around the types of customers that you want and who provide the most value to your company. In turn, this can allow you to provide the most value to them.
-Aaron Montgomery, MontCo Consulting, 2 Regular Guys